Supervisor, Sales & Customer Support

Posted Date: Oct- 7-2021

Job ID: 21807

Job Type: Full Time

Job Function: Call Center

City: Sumner

State: Washington

Store: Sales & Customer Support

Remote Eligible: Yes

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

This position contributes to REI’s success by leading a team that enables life changing outdoor experiences for our members and customers, driving exceptional customer outcomes, delivering on divisional goals and supporting the co-op strategy, mission and purpose.
This supervisor is responsible for team engagement, development and training, delivering on our service promise and working collaboratively with other divisions identifying and quantifying trends and opportunities and working to prioritize and implement changes. Models and acts in accordance with REI’s guiding values and mission.

  • Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
  • Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.
  • Challenges and inspires employees to achieve business results.
  • Ensures employees adhere to legal and operational compliance requirements.
  • Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.
  • Conducts and ensures the completion of performance reviews.
  • Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.
  • Establishes and maintains visibility within the department.
  • Puts the customer at the center by serving as an innovative and enthusiastic role model, coaching to de-escalation, conflict resolution, negotiation, critical thinking and problem-solving skills.
  • Provides tier 3 customer resolution with empathy, sound judgment, tact & discretion to build & maintain customer loyalty.
  • Monitors service levels, operational statistics, reports trends, variances and issues, and takes accountability for achieving goals.
  • Ensures the integrity of employee and customer records; protects the privacy of employee & customer information and ensures employees adhere to legal and operational compliance requirements.
  • Recommends and implements process improvement, monitors & communicates trends & issues.
  • Participates in divisional planning, providing research and presenting information to drive business outcomes.
  • Supports leadership and performs manager duties in the absence of Manager.
  • Models and coaches to skills in sales, member engagement and loyalty programs.
  • Uses knowledge of product to drive new programs and training; supporting sales employees to outfit customers to enable exceptional outdoor experiences.
  • Identifies opportunities in support of an authentic and robust sales program focused on enabling customers to get outdoors.
  • Responsible for determining suitable resolution to customer related issues and the appropriate use of limited discounts and discretionary funds; balancing customer and business needs; gives direction to employees.
  • Identifies opportunities and supports cross divisional projects to reduce friction.

Bring your passion and expertise

  • 3+ years of previous customer service/contact center, retail or equivalent leadership experience, successfully leading a team of employees.
  • Has a passion for the outdoors, REI product and gear; applies knowledge appropriately in a manner that best serves REI members, customers & employees.
  • Strong familiarity with and understanding of REI’s policies, procedures, philosophy & operations
  • Demonstrated ability to manage department level budgets, achieve KPIs and other goals.
  • Proficiency in using technology, including but not limited to MS Outlook, Excel, Word, PowerPoint, SharePoint, workforce management, CRM, order management, social platforms, customer facing chat and email programs & keyboarding.
  • Has a continuous improvement mindset and experience in driving process improvement.
  • Demonstrated ability to identify information that is important to gather and providing analysis to inform decisions.
  • Experience managing multiple projects simultaneously.
  • Schedule flexibility to meet business needs including weekends & peak event periods
  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
  • Creates a strong, mutually supportive work spirit and culture where people can do their best.
  • Establishes trust and inspires others.
  • Makes effective organization and people decisions in a manner consistent with REI's values and ethics.
  • Delivers on commitments and holds others to same.
  • Champions the organization and advocates solutions in the overall Company's best interest.
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Considers the ultimate impact of decisions and actions on internal and external customers.
  • Fosters change in company direction.
  • Effectively plans and executes changes.

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.