North Vancouver, BC, Canada
16d ago

After-Sales Operations Coordinator

North Vancouver, BC, CanadaHead Office CommercialFull-timeAs an After-Sales Operations Coordinator, you play a key role in building and maintaining an unrivaled operations foundation for Arc’teryx to deliver an exceptional customer experience.

With a diverse skillset and cross-functional aptitude, you work with internal and external partners to provide insight into strategic priorities, and execute on After-

Sales Operations on-going responsibilities and projects.

Key responsibilities and accountabilities :

  • You are responsible for the triage of inbound requests
  • You are responsible for supporting internal teams and external service and repair partners by answering questions and assisting with the resolution of technical issues
  • You are responsible for the documentation of business processes for after-sales operations and service and providing recommendations for continuous improvement
  • You are responsible for routine (e.g. daily and weekly) order book management and credit processing
  • You coordinate raw material inventory for repair, including procurement, organization and international distribution
  • You coordinate and collaborate with other teams on topics which includes (but are not limited to) : feedback collection, review and analysis of finished goods holding order inventory, spare parts production, inventory maintenance, and sales
  • You collaborate with service partners to identify opportunities, provide recommendations, and implement and roll-out changes
  • You are responsible for digital or in-person presentation or training of processes, new tools, procedures, and meeting notes
  • You recommend and participate in the creation of simple and complex business cases for opportunities
  • You are responsible for the organization and facilitation of some recurring cross-functional meetings
  • You are responsible for aspects of coordination and execution on a wide variety of projects that relate to after-sales operations and service
  • You support the tracking, reporting and analysis of after-sales data (i.e. receiving and repair volume, service turn-times, expenses, after-
  • sales product returns, inventory) and provide recommendations

  • You recommend and conduct audits to improve performance, process adherence, and visibility with internal and external service partners
  • You perform additional tasks as assigned by the Manager, Global After-Sales Operations
  • Additional experience, education and / or skills (required) :

  • You have a post-secondary education and 2+ years in a cross-departmental coordination role
  • You have a proven track record of excellent interpersonal skills and the ability to motivate and drive change
  • You have experience being involved in many projects at once and with a diverse range of responsibilities, and effectively able to adapt to changing priorities
  • You have a customer centric mindset
  • You are a creative problem solver
  • You have strong computer skills (especially Microsoft Excel, Visio and PowerPoint)
  • You have proven business acumen
  • You have strong organizational skills with excellent attention to detail
  • You have excellent verbal and written communication skills, including excellent note-taking skills
  • You are able to travel (domestically and internationally) as required
  • You are proactive in identifying the root cause of issues and developing solutions
  • You remain highly flexible and adaptable when faced with ambiguity
  • You are able to balance autonomy and collaboration
  • You inspire breakthrough thinking and continuous improvement
  • You seek the best (sometimes not the easiest) solutions using keen business acumen and priority judgement, with an unwavering commitment to do what is right
  • Your passion for your work is paralleled by your passion for getting outside and living it
  • Additional experience, education and / or skills (assets) :

  • Customer service background
  • Interest and / or experience in consumer behavior / insights
  • Experience with, or as a technician, for apparel or gear
  • Experience on project teams and / or in project coordination
  • Interest and / or involvement in activities we make products for
  • Fluent in a second language
  • Apply
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