B2B Happiness Delivery Lead

Date posted:
Company: On
Location: Portland (OR), N/A
Job Type: Full-Time

At a Glance:

As an On Happiness Delivery Lead with a focus on B2B (we call them Happiness Deliverers!), your number one job is to ensure On dealers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will be the first point of contact for our dealers and responsible for inquiries via phone, email, and live chat. With each case you handle, you will aim to WOW our dealers and sales team and always strive to find a customized solution. With your experience in the sporting goods industry, you will bring the necessary expertise of working with accounts and retail partners.

You will lead a core team of B2B Happiness Delivery reps at our North American HQ in Portland, Oregon. During your workday, you will work with our CRM and ERP systems to assist your team and our dealers with their orders and daily operations. You will coach your team of 2-6 direct reports to do the same.

Your Mission:

  • Assist with hiring and training On’s B2B Happiness Team for North America
  • Manage and lead 2-6 On employees
  • Conduct weekly/bi-weekly check-ins with each direct report team member as well as bi-weekly sub-team meetings
  • Embody the On Spirits and deliver the WOW to dealers, teammates, and business partners with a can-do attitude
  • Monitor analytics and data in email, chat, and phone systems and work with the B2B team manager to set KPI’s for team accountability
  • Partner with fellow team leads to motivate our Happiness Deliverers to exceed KPIs, WOW our dealers, and develop their skills through continuous learning and development 
  • Prioritize and delegate the team’s workload as it relates to order management, returns, credits, shortages, warranties and general inquiries
  • Communicate with our third-party warehouse and shipping partner daily regarding orders, returns, and any order discrepancies 
  • Communicate with our sales directors as it relates to order book management
  • Other duties as needed

Your Story:

  • Bachelor’s Degree and 3-5 years of professional customer service experience preferred; or High School Diploma and 5+ years’ experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
  • Leadership experience managing a team in a customer service setting
  • Excellent attention to detail and effective communication across all levels and functions
  • Ability to continuously keep customer needs front of mind and a passion for creative solutions
  • Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills
  • Strong written and oral communications skills 
  • Always thinking of ways to improve the dealer experience with a sense of urgency to deliver the WOW 

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. 

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

 

 

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.