Join our Osprey team as our Customer Service Supervisor, Osprey and make an immediate impact. If you love adventure, great gear, and have a passion for the outdoors, you're in good company with our Osprey brand, one of Helen of Troy's trusted leadership brands, including OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar. Together, we build innovative and useful products that elevate people's lives everywhere every day.

Our mission for the last 40+ years has been to create innovative, high-performance gear that reflects our love of adventure and our devotion to the outdoors. We're proud to be the leading manufacturer of backpacks and travel gear. Our HQ is located in southwest Colorado, nestled in the corner of the rugged San Juan Mountains and on the edge of the vast sandstone canyon country.

*The position is 100% onsite at our Cortez, CO office*

What you will be doing:

The Customer Service Supervisor is responsible for the management, development, and tracking of team performance. The Supervisor will work with leadership to ensure a structured and coaching environment for the employees. They will communicate and provide resources on procedures and products.

The Consumer Care Supervisor will ensure that the division is meeting yearly important metrics by assuring proper scheduling, support, and improvements. They will work closely with leadership to assure that all team members are receiving the tools and support required to exceed consumer expectations.

• Make workforce adjustments in scheduling to assure service levels are met.

• Track service levels and report on gaps in staffing and optional operational hours to best meet consumer expectations

• Track, review, and address attendance issues

• Approves time off requests and employee timecards.

• Track individual agent performance - Provide monthly performance feedback for agents.

• Lead yearly employee evaluation process.

• Provide disciplinary action as needed.

• Participates in the hiring process; Coordinates new hire and existing agent training.

• Develop and document 90-day and 6-month new employee evaluations.

• Make recommendations for leadership on team areas of opportunity.

• Coordinate with leadership on the sales department meeting agenda, updates and procedural communications.

• Participate in weekly meetings with the manager to provide feedback.

• Coordinate with the product team on new product training

• Identify and communicate any consumer or employee-facing issues.

• Coordinate all system update testing to assure functionality.

• Coordinate training for new systems and processes

Minimum Qualifications:

• High School or General Equivalency Diploma

• 2-4 Year in a Leadership or Supervisory/management role

• 2-4 years in customer service in a consumer-facing role

• Strong in Microsoft Suite Applications

• Intermediate to Advanced MS Excel skills (pivot table, V-lookup, etc., )

• Proficient understanding of DTC and AMG operations/systems

• Strong communication skills: both written and verbal

• Authorized to work in the United States on a full-time

Preferred Qualifications:

• CRM Systems

• Experience with systems implementation and/or conversions

In Colorado, the standard base pay range for this role is $51,663 – $77,494 annually. This base pay range is specific to Colorado and may not be applicable to other locations. Actual salaries will vary based on several factors, including but not limited to location, experience, skill level, and performance. The range listed is just one component of the total compensation package for employees.

Benefits: Salary + Bonus, Healthcare, Dental, Vision, Paid Holidays, Paid Parental Leave, 401(k) with company match, Basic Life Insurance, Short Term Disability (STD), Long Term Disability (LTD), Paid Time Off (PTO), Paid Charitable (volunteer) Leave, and Educational Assistance.

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

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For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.

We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Osprey®, Honeywell®, PUR®, Braun®, Vicks®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.