Customer Serivce Manager

Job Description

Job 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 Manage r 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

Requirements

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 :

Any offer of employment is contingent upon the successful completion of a background check.