Customer Service Manager - Osprey

We have an immediate permanent full-time role for our UK Headquarters in Poole, or remote working from London for a Customer Service Manager for Osprey. Look around your home, and you'll find us everywhere: In your kitchen, living room, bedroom, bathroom, garage and outdoors. We are already making your everyday lives better. How are we achieving this? We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. And whether you are just starting your career or in need of a new challenge, we recognize, develop, and empower talent!

About the role

The Customer Service Manager leads the SOTL (Sports, Outdoor, Travel & Lifestyle channels) CS team, providing leadership and direction to the team following internal guidelines, standards, and department goals. This position is responsible for Customer Service operations of Osprey and Hydro Flask brands in SOTL business, ensuring process efficiency and defining appropriate KPI’s to achieve high performance standards. The CS Manager SOTL motivates and delegates Continuous Improvement initiatives and projects, aiming at constant progress and development of tools and processes. The CS Manager SOTL is a strong voice of CS & Operations department with solid decision-making skills and consistent communication with main stakeholders. They actively promote company goals, team values, and is highly service oriented generating customer loyalty through a strong relationship with customers.

What you’ll do in the role:

• Owner of Customer Service tools, processes and SOP’s.
• Constantly looking for improvement & development opportunities, launching new projects and initiatives.
• Team Management with 8 direct reports.
• Inspiring, motivating coaching & guide team, with regular group and 1-to-1 meetings.
• Define team & individual goals.
• Accountable for CS team performance: order management, communication quality and Customer inquiry resolution time.
• Define appropriate KPI’s to track team performance.
• Monitoring order intake levels and releasing to the warehouse, ensuring achievement of business targets for given periods (months, quarters, years) with close communication with warehouse and Logistics teams.
• Pre-Season and Call-off orders tracking.
• Preparing team during “peak” periods of pre-season order processing and releasing.
• Developing appropriate communication channels with Sales & Logistics teams.

What will help you do the job well:

• Essential: Minimum of 2 years experience in people management.
• Min of 5+ years experience in a Customer Support role overall.
• Advanced knowledge of all software/applications used.
• Excellent communication and inter-personal skills.
• A commercial mindset and proven dedication to support the business in meeting and exceeding targets.
• Fluent in English (spoken and written), French a plus.
• Excitement about joining a midsize yet growing company with fast-growing brands!

Nice to have:

• The ability to use your own Initiative.
• Problem Solving & Decision Making skills.
• Customer Orientated.
• Organization & planning skills.

About you

Our ideal candidate is a self-starter, driven and passionate individual with exceptional communication skills. You have the flexibility to work in a small yet fast-growing organization, possess strong analytical and detail-oriented thinking, can work with a good level of autonomy and foster relationships with cross functional teams.

About us

Many of our products rank as #1 brand in their category- we are proud to be market leaders. Behind all these achievements stand exceptionally talented and passionate associates. We are a dynamic mid-size multinational company that offers challenges and opportunities equal to your talents and abilities. Our 15+ locations elicit unique team cultures; our powerful brands are marketed in approximately 75 countries.

What do we offer?

• Competitive compensation package depending on experience and skills.
• Flexible work policy with regards to working hours and work from home.
• Increased flexi-days package after 1 year of service.
• Perkbox.
• Modern office with collaborative workspaces.
• Employee assistance counselling line.
• Employee discounts on all our EMEA products.
• Lunch and Learns.
• Company closure between Christmas and New Year’s.
• Employee Stock Purchase Plan.
• The chance to work in an international, diverse, and inclusive environment!

Sound like a perfect fit? If you’re seeking an exciting professional position in a dynamic international environment and be empowered to inspire fresh ideas, then Helen of Troy wants to get to know you!

Next Steps: We will ask you to complete a quick survey as we would love to get to know you by learning more about your experience and skills. If your application is selected, we will reach out to you ASAP for a first informal introductory call.