Dealer Services Supervisor

Duties and Responsibilities

• Actively participates in dealer service operations alongside the team, handling escalations and complex cases while keeping daily workflows running smoothly
• Applies a customer-centric mindset to ensure an exceptional experience for our dealers and sales force across all touchpoints, including B2B, phone, and BI tools
• Works closely with the North American Digital Services team to incorporate practices that improve the holistic service experience for our dealers
• Develops key metrics to measure and monitor dealer service performance; reports on a regular cadence to the Director of Customer & Digital Experience and internal stakeholders
• Champions service excellence by recommending and implementing continuous, sustainable, and repeatable process improvements
• Develops and maintains a Dealer Services User Manual as a living resource for onboarding and ongoing training
• Supports the Director of Customer & Digital Experience in driving operational performance to ensure dealers receive the highest standards of service and satisfaction
• Participates in user acceptance testing (UAT) for the upcoming SAP implementation, serving as a functional voice for dealer services workflows
• Partners with the project team to identify gaps, validate processes, and ensure the team is set up for a smooth transition
• Develops working proficiency in SAP as the system goes live, becoming a go-to resource for the team on day-to-day system use
• Develops, trains, coaches, and motivates the team to ensure dealer experience performance meets business needs
• Establishes performance expectations, evaluates performance, and provides coaching and career development opportunities; addresses employee issues in a timely manner
• Reinforces consistent execution of work processes, policies, and best practices while promoting teamwork and recognizing accomplishments
• Recommends staffing strategies to ensure the team is efficient and responsive to workflow variations

Qualifications

• 5+ years of experience working in a customer service environment, with a strong understanding of the drivers of service excellence
• Bachelor's degree (B.A. or B.S.) or equivalent combination of education and experience
• Outdoor industry experience preferred; active outdoor enthusiast preferred

Skills

• Proficient in M365 with strong Excel skills
• Experience with ERP systems (SAP strongly preferred)
• Familiarity with B2B platforms and CRM platforms a plus
• Strong interpersonal and communication skills; able to connect effectively with employees, dealers, and sales teams in both written and verbal formats
• Strong organizational and information management capabilities
• Analytical mindset; comfortable working with data, identifying trends, and translating insights into action
• A high attention to detail with the ability to manage multiple priorities in a fast-paced environment