Your role:


We’re in business to save our home planet. Your role will contribute to this mission by managing the Dealer Service Team in Europe and making sure the wholesale channel reaches the next level of service.


Our Dealer Service team is responsible for our wholesale customer service and operations, liaising with our different wholesale partners across EMEA. In this role you will have 2 direct reports based in Amsterdam and 19 functional reports based in our regional EMEA offices.


Key accountabilities:


Orderbook management

• Manage the day to day operations with the Dealer Service team in the different countries where we operate to ensure on-time and accurate deliveries

• Oversee all orders and work with the Dealer Service team to ensure coordination & execution of customer-specific requirements

• Responsible for an accurate and clean orderbook across Europe

• Coordinate communication to the Sales organization and Dealers on deliveries, qualities issues, orderbook status and any other relevant information


Team management

• Responsible for line & functional management of the Dealer Service team across Europe

• Support the local Dealer Service Operations Specialists with all operational issues and function as escalation level for them

• Be a Dealer Service process expert and drive improvements to achieve efficiencies and savings

• Responsible for ongoing training & development of the team and for the onboarding of new team members

• Lead Dealer Service weekly calls and team related activities


Customer service

• Deliver world-class customer service: identify KPI’s, create reporting & drive wholesale initiatives to strive for best-in-class customer service (eg. Dealer Service survey)

• Elevate the Patagonia service to Key Accounts and coordinate operational reviews to improve processes and drive efficiencies

• Support process & systems improvement initiatives


Pre-requisites:


In order to succeed in this role, it is expected that you will be/have:


• Bachelor or master’s degree qualification in a related field

• 2-3 years of work experience within Dealer Service/Customer Service/Operations

• At least 2 years of experience managing teams

• B2B experience is strongly preferred

• Fluent in English. Other languages are a plus

• Good understanding of seasonality and its impact in business

• Able to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility

• Extremely strong interpersonal skills and stakeholder management

• Experience with ERP systems, in particular Microsoft AX and/or D365

• Strong organizational skills

• Excellent analytical and problem-solving skills

• Flexible and adaptable with attention to details

• Pro-active and a “can do” attitude

• Experience managing remote employees is a plus

• Strong linkage with the Patagonia business and mission statement


Patagonia is committed to equal employment opportunities and diversity


Employee Conduct:


It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.


Please make sure that your CV and cover letter are in English.

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