Dealer Service Team Lead (f/m/d)

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Your role:

 We are in business to save our home planet. You’ll be leading the Dealer Service Team in Europe and making sure our wholesale channel delivers best-in-class service to our dealers.        

Our Dealer Service team is responsible for our wholesale customer service and operations, liaising with our different wholesale partners across EMEA. In this role you will have 20 functional reports based in our regional EMEA offices.

Main tasks: 

 Orderbook coordination

• Manage day to day operations with the Dealer Service (DS) team to ensure on-time and accurate deliveries
• Oversee all orders and work with the DS and Logistics teams to ensure coordination & execution of customer-specific requirements
• Lead the DS team on the clean-up and accuracy activities of the orderbook across Europe
• Coordinate communication to the Sales organization and Dealers on deliveries, qualities issues, orderbook status and any other relevant information

Team management

• Responsible for functional management of the Dealer Service team across Europe
• Support the local Dealer Service Operations Specialists with all operational issues and function as escalation level for them
• Be a Dealer Service process expert and lead improvements to achieve efficiencies and/or reduce manual work
• Responsible for ongoing training and development of the team: identify needs, develop training material (incl. onboarding plans), coach and lead employees on performing best-in-class Dealer Service & Wholesale Operations
• Lead and coordinate team weekly calls, all team-related activities and the semi-annual DS team meetings

Customer service

• Responsible for customer service excellence and delivery of world-class (dealer) service
• Identify and track KPI’s to drive wholesale improvement initiatives (eg. Dealer Service survey)
• Elevate the Patagonia service to Key Accounts and coordinate operational reviews to improve processes and drive efficiencies
• Lead the seasonal shipping season preparation in conjunction with internal and external stakeholders

What we’re looking for:

•  A love of the outdoors
•  A passion for saving our home planet and making a positive impact through your work
• 5+ years of work experience within Dealer Service/Customer Service/Operations
• At least 2 years’ experience in team management, if possible in a matrix organization
• Strong and proven ability to inspire employee engagement & motivation, build & develop (remote) teams and create unifying team culture across all EMEA offices 
• Sound interpersonal skills and stakeholder management
• B2B or retail experience desired
• Good understanding of (wholesale or retail) seasonality and its impact in business
• Experience with ERP systems (ideally D365 Finance and Operations)
• System-savvy and able to navigate complex system landscapes
• Highly pro-active with a “can do” attitude
• Strong organizational skills
• Excellent analytical and problem-solving skills
• Fluent in English

It’s a plus if you also have the following:

• Fluent in other languages

Other important details:

• This is a full time position, based in Amsterdam
• We have a hybrid work model, working from home for maximum 3 (full-time roles) or 2 (part-time roles) days per week
• We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardised questions that focus on the aspects that are important for success in the role.

Perks: 

• Events and workshops with environmentalists, change-makers, educators and sports ambassadors
• Taking part in employee-lead groups such as Sports, Internal Communications, Footprint, Pride, Pata Parents and Events, or create your own!
• Ongoing unique learning and development opportunities such as our own programme Earth University and workshops in anti-racism, core sports, among others.
• Possibility to apply for an Environmental Internship (spending time away from your regular job to work for an environmental group, while being paid your regular salary) after one year of employment
• Option to participate in our 1% for the Planet grants council, being trained and empowered to review and make funding decisions on the grant applications from environmental groups. 
• We have dog-friendly offices where employees can bring their furry friend to work
•  We are an activist company and have policies in place to support employees that want to engage in activism.
• All employees interns and their families have access to our Employee Assistance Programme, designed to provide third party, confidential support on a wide range of topics relating to emotional, behavioral and social challenges
•  All employees and interns have access to Unmind, our workplace mental health platform
•  Possibility to schedule your work hours flexibly (compensating missed hours during the week) to do volunteer work, care for loved ones, enjoy the outdoors, or spend more time to pursue your passions
•  After 1 month of employment, it’s possible to work remotely from another location in EU/EEA, UK or Switzerland for up to 12 weeks per year (pro-rated for less than 1 year)
• Fully paid maternity leave (duration varies by country). After nine months of employment, we offer 12 weeks of partner leave and 12 weeks of adoptive leave. Pro-rated for part-time employees.
• Access to Patagonia discounts and sample sales, as well as discounts at other outdoor and value-aligned companies
•  Plus other benefits specific to each region

Note: Below is only an indicative list and may change at the time an offer of employment is made.

At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.  

Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected and empowered, regardless of their race, colour, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability or age. 

At Patagonia, we strive to have inclusive representation within our organisation and embrace a diverse mix of talent to contribute to our culture. We actively seek applications from Black and People of Colour (BPOC) and other underrepresented groups.

As we are in business to save our home planet, we can only do this together.

Please make sure that your CV and cover letter are in English.

Disclaimer for recruitment agencies:

Thanks for your interest in supporting us for this role, but we don’t accept unsolicited CVs from recruitment agencies