Customer Care Manager

Location: Sumner, WA
Customer Care Manager
Who are we?
From our home in Norway, Helly Hansen has been making professional grade gear to help people stay and feel alive for almost 140 years. Helly Hansen gear is worn and trusted by professionals on oceans, mountains and worksites. As the #1 apparel brand for Ski Professionals, you’ll find HH at more than 200 ski resort and guiding operations around the world, and worn by more than 55,000 ski professionals.

What are we looking for?
We’re looking for a Customer Care Manager to join our team in Sumner, WA. This newly created position requires the individual to build and maintain a team of Customer Care agents to provide branded customer care to our customers.

‘Day in the life’:
  • Build and manage a team of dedicated Customer Care Agents ensuring you provide full training on systems and products as well as ongoing training as required.
  • Assist your team with any inquiry or problem concerning orders or enquiries. Provide prompt and efficient response and resolution to each inquiry. Such inquiries or problems could involve product technology queries, coordination of deliveries, availability of product, customer pricing and/or billing etc.
  • Carry out ongoing customer satisfaction surveys to ensure agents are fully aware of how they’re performing and what goals they need to aim for to meet and/or exceed expectations.
  • Ensure all verbal and written communication is in line with company expectations as well as being polite and professional at all times.
  • Process/monitor all orders according to HH best practice in an efficient matter when received by any/all communication methods (email/call/chat or post).
  • Be a change driver within the business by coaching HH process and/or developing new ones to meet or exceed internal and external expectations.
  • Ensure your team assist customers in claims and process them in an efficient matter so that the outcome is positive.
  • To be responsible for all conduct within your team and lead by example.
What do we require?
  • Possess a minimum of two years transferable Management or Supervision role in a similar business.
  • Required knowledge to employ, engage and grow a new team of agents to support our rapidly growing D2C business.
  • Ability to converse well, both orally and in writing, with all customers and at all levels of management
Is this you?
  • Education is important but more importantly is the desire to learn, grow and build a strong relationship with the team around you so collective hard work can be rewarded.
  • Must have the ability to meet deadlines, be flexible and be able to work effectively in busy periods.
  • Enthusiastic, assertive, confident and a team player with a ‘can do’ attitude.
  • Tactful, courteous, and possess the ability to motivate others.
  • Medical / Dental / Vision
  • Life Insurance
  • Long Term Disability Insurance
  • Employee Assistance Program
  • Health Care Flexible spending
  • Day Care Flexible spending
  • 401k
  • Vacation & Sick Leave
**This is a full time position located in Sumner, WA**
**This Job Description was created in part by the Avitus Group through our Job Advertising Service. Avitus Group is a Professional Services organization focused on helping companies Simplify, Strengthen, and Grow their business. This Advertisement is a part of our Recruiting Services as we assist our clients with finding the right talent for their hiring needs. This job opportunity is for and with the client listed above and not with the Avitus Group.**
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