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Columbia Sportswear Company

Manager Customer Care

Columbia Sportswear Company, Portland, Oregon, United States, 97204


Location: Portland, OregonOUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.At Columbia, we’re as passionate about the outdoors as you are. And while our gear is available worldwide, we’re proud to be based in the Pacific Northwest, where natural wonders are our playground.Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: “It’s perfect. Now make it better.” As pioneers of relentless improvement, we are constantly evolving.We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.And we believe in you.About The Position

The eCommerce team powers our US and Canada Columbia.com sites as well as our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is at the center of everything we do. And, the eCommerce team is known for the relentless improvement of the customer experience - always striving for a better, faster, easier experience.Recently named by Newsweek.com as the #1 Customer Service Experience of any Outdoor retailer, our customer care team maintains a high level of customer service by responding to requests and inquiries with accurate information to consumers in a courteous, efficient and timely manner. As a Manager on our eCommerce Customer Care team, you’ll be responsible for coaching, developing, building & scaling our full-time and seasonal employees.We are seeking an eCommerce Customer Care Manager to join our team in Portland, Oregon!YOU ARE

Experienced in managing customer care teams that provide tier 1 and tier 2 phone, chat, & email supportExperienced in developing & improving quality standardsExperienced in creating processes & procedures that support Customer Care and eCommerce teamsAn experienced leader of Customer Care teams, with specific experience developing & facilitating new hire and ongoing training curriculums focused on technical/product training, call quality, and salesExperienced in developing & tracking Key Performance Indicators (KPI’s)YOU HAVE

A minimum of 4 years' experience in a customer contact center management roleBachelor’s degree or equivalent work experience requiredA deep understanding of the principles of amazing customer service, leadership, and mentorshipPositive, enthusiastic attitude, self-directed, excellent communication skills; ability to communicate technical concepts to non-technical people.Strong project management and organizational skills.Experience managing vendors.Experience with phone system setup and best practices.The ability to work early morning and weekend shifts during peak season.Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.Columbia Sportswear is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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