Customer Serivce Manager at Grundens USA Ltd

Poulsbo, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

100000.0

Posted On

23 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Problem-Solving, Process Improvement, Communication, Project Management, Empathy, Team Development, Technology Skills, Attention to Detail, Cross-Functional Collaboration, B2B Sales Tool, CS Ticketing System, Training Programs, Returns Management, Warranty Processes

Industry

Sporting Goods Manufacturing

Description

Description Our story started at the beginning of the 20th century, when Carl Grundén, the son of a fisherman, grew tired of the unforgiving weather on the west coast of Sweden. He decided to make something for people with passion for fishing, and started manufacturing water repellent garments to withstand the forces of nature – keeping all men and women warm, dry and safe when doing what they love. Today we carry on the tradition of developing products you can trust. We help fishermen, both professional and recreational face any condition on waters across the globe. Grundéns is seeking an experienced Customer Service Manager to join our Operations team. This role is responsible for overseeing daily customer support operations, managing a team of representatives, and implementing strategies to elevate customer experience. This role requires a blend of leadership, empathy, problem-solving, and process improvement skills. The Customer Service Manager reports directly to the Senior Director of Operations. Requirements Responsibilities Lead, mentor, and develop the customer service team to deliver outstanding service across all customer channels - wholesale, DTC, international. Build and maintain customer service policies, procedures, and standards that align with brand values. Ensure order book is strategically managed to meet monthly, quarterly, and annual targets. Track performance metrics and identify opportunities for continuous improvement. Oversee and improve the returns, chargebacks, and warranty processes. Manage escalated customer concerns with professionalism and care, ensuring positive outcomes. Oversee training programs, knowledge base updates, and tools that empower the team. Monitor and enhance existing B2B Sales Tool (Elastic) and CS Ticketing System (Zendesk) to improve consumer, retailer and internal user experiences. Partner with cross-functional teams (sales, marketing, e-commerce, operations, product) to proactively address customer needs and feedback. Keys to Success Ability to approach challenges with empathy, striving to meet and exceed customer expectations. Motivate and inspire the team by being an example of patience, accountability, transparency and collaboration. Ability to balance big-picture strategy with hands-on execution. Excellent cross-functional project management and communication skills (verbal, written, in-person, & virtual). Ability to quickly learn & share cross-functional processes Demonstrate strong problem-solving and critical-thinking skills High attention to detail and ability to manage multiple competing priorities simultaneously. Ability to thrive in a fast-paced, high-volume environment with a mind towards process improvement. A positive outlook with a passion for leading a team and representing the brand voice. Requirements 5+ years of experience in customer service, with at least 2 years in a supervisory or management role. Experience in apparel, retail, or e-commerce is preferred. Experience in the outdoor or fishing industry is a bonus. Proven leadership skills building and leading a team with successful outcomes. Track record of successful problem-solving skills in fast-paced environment Strong technology skills, including but not limited to, Microsoft suite, Microsoft Navision, Business Central, Power BI, Zendesk, Shopify, etc. Work location: Poulsbo Headquarters with ability to work remotely 2 days per week. Compensation: This role can expect to earn between $85,000 – 100,000 annually. Benefits: Grundens offers a generous benefits package that includes the following: Insurance: All employees have the ability to enroll in medical, dental, vision, life insurance, short term disability, and Life Flight coverage. Benefits begin the first day of the month following your hire date. Retirement: Grundens offers a 401(k)-retirement plan with a 5% match at 6% contribution. Bonus Program: Grundens offers a profit-based bonus program when revenue targets are met or exceeded and personal goals are achieved. Paid Time Off (PTO) – All Grundens employees earn PTO every pay period, starting at 80 hours per year depending on experience level. Paid Holidays – Grundens provides 9 set paid holidays plus 1 floating holiday for a total of 10 paid holidays. Any offer of employment is contingent upon the successful completion of a background check.

Responsibilities

The Customer Service Manager is responsible for overseeing daily customer support operations and managing a team of representatives. This role includes implementing strategies to elevate customer experience and ensuring positive outcomes for escalated customer concerns.