New

Customer Care Manager I

Columbia Sportswear
life insurance, 401(k)
United States, Oregon, Portland
Feb 22, 2025
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. The eCommerce team is known for the relentless improvement of the customer experience 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. YOU ARE Experienced in managing customer care teams that provide tier 1 and tier 2 phone, chat, & email support Experienced in developing & improving quality standards Experienced in creating processes & procedures that support Customer Care and eCommerce teams An 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 sales Experienced in developing & tracking Key Performance Indicators (KPI's) YOU HAVE A minimum of 8 years experience in a customer contact center management role Bachelor's degree or equivalent work experience required A deep understanding of the principles of amazing customer service, leadership, and mentorship Positive, 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. To learn more about our hiring process during COVID-19, click here. #LI-CS1 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. The Know Your Rights poster is available here: https://www.eeoc.gov/poster The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf Columbia Sportswear is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter. At Columbia Sportswear Company, we're proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family's financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available. If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to AskHR@columbia.com with the Subject: Applicant Assistance Requested.