Customer Service Supervisor - U.S.

Ogden, Utah
Head Office – Customer Service
Job purpose: As Customer Service Supervisor, you oversee the day-to-day operations of the Customer Service department in the Arc’teryx US Contact Centre.  You lead a team of high performing Customer Service Representatives, enabling them to consistently exceed the needs of the customer through superior product knowledge and service.  Your natural leadership and consumer-focused nature will drive customer loyalty by optimizing their journey across all touchpoints, channels, and interactions. 

Key responsibilities and accountabilities:

    • You supervise and coordinate the day-to-day operations of the Customer Service department
    • You build, coach, and guide a high performing team of Customer Service Representatives
    • You identify and develop new measurements to improve and track service levels
    • In collaboration with the Customer Service Workforce Analyst, you evaluate current workload and forecast future requirements
    • You liaise with the rest of the Customer Service leadership team to continually develop and maintain our service as the company grows
    • Working with the rest of the Customer Service leadership team, you identify standard operating procedures and maintain appropriate manuals
    • You contribute to the hiring, training, and ongoing evaluating of Customer Service Representatives
    • You identify current and future needs of the department, and you support the Assistant Manager in ensuring the team has the right resources to attain a world class standard of service
    • You work with the Customer Service leadership team to plan and implement projects, provide tracking and scheduling support
    • You determine and adjust agent schedules to meet contact center objectives and workload/forecast shifts
    • You help to create a clear career path for Customer Service Representatives to drive employee engagement across the team
    • Some international travel may be required

Additional experience, education and/or skills:

    • Required
    • You have a post-secondary education or equivalent and 3+ years’ experience in a customer service-related role
    • You have a passion for the Arc’teryx product and/or other outdoor related products
    • You have highly effective verbal and written communication skills
    • You have strong communication and interpersonal skills
    • You have strong negotiation and problem solving skills
    • You have an excellent attention to detail
    • You are proficient in the use of Microsoft Office, particularly Microsoft Excel
    • You have a working knowledge of data analytics software
    • You set a clear vision, align your team around common objectives, and foster commitment to these objectives
    • You are proactive in identifying the root cause of issues and developing solutions
    • You remain highly flexible and adaptable when faced with ambiguity
    • You effectively balance autonomy and collaboration
    • You inspire breakthrough thinking and continuous improvement
    • You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
    • Your passion for your work is paralleled by your passion for getting outside and living it
    • Assets
    • You are familiar with Arc’teryx systems and processes
    • You have the ability to speak a second language
    • You have experience with Qlikview
    • You have previous customer service or sales experience, preferably in outdoor retail or similar environment
    • Interest or involvement in activities that we make products for
*Open to International applicants