Careers

HELP US PRODUCE THE BEST SOCKS IN THE WORLD! 


 

 

CUSTOMER SERVICE MANAGER

Darn Tough Vermont® is an American manufacturer of premium, all-weather outdoor and lifestyle socks for every activity and every day – all of which carry the industry’s only unconditional lifetime guarantee. Our product is distinguished from industry competitors by 100 percent USA manufacturing; exceptional comfort, durability and fit; True-Seamless™ technology; and an exclusive blend of either ultra-fine, premium Merino wool or Coolmax®/Thermolite®.  Located in the Green Mountains of Vermont, our culture is unique, fun and focused on growth.

At Darn Tough Vermont® we not only provide unsurpassed quality in our socks but we also strive to offer world class customer service.  We believe the best customer service fulfills the promise of our brand and is unique to our company: in other words, interactions are one-of-a-kind.  To provide this customer service means planning each step, each interaction and each transaction to map out the customers need and more so determine their expectations.

We have an opportunity now for a forward thinking, world class, Customer Service Manager.  Are you an entrepreneurial, customer service-focused leader with the ability to inspire excellence at every level of the customer experience?  This position requires someone who can provide and inspire legendary service with strong attention to detail. The Customer Service Manager must be patient, creatively solve problems, and maintain a positive attitude at all times. As an outstanding leader and motivator, the Customer Service Manager is responsible for building a team to deliver the best service possible.

Customer Service Manager Job Duties:

  • Eagerly drives customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions.
    • Surpasses customer service objectives by driving customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; monitoring and analyzing results; implementing changes.
    • Work closely with company management to support and implement growth strategies and co-ordinate and manage customer service projects and initiatives.
    • Develop and implement process and procedures to improve operational efficiency. Oversees interdepartmental work relations.
    • Detecting and diagnosing network problems.
    • Develop and implement customer service policies and procedures.
    • Oversee the achievement and maintenance of agreed customer service levels and standards.
    • Direct the daily operations of the customer service team.
    • Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
    • Ensure the necessary resources and tools are available for quality customer service delivery.
    • Review and track customer complaints and resolution.
    • Handle complex and escalated customer service issues.
    • Monitor accuracy of reporting and data base information.
    • Identify and implement strategies to improve quality of service and productivity.
    • Identify and address staff training and coaching needs.

Experience:

  • 3 to 5 years’ customer service / supervisory experience
  • In-depth knowledge of customer service principles and practices
  • Proficiency in CRM, B2B, ERP and eCommerce systems
  • Proficiency in MS Office applications

Please e-mail cover letter and resume to hsimpson@darntough.com 


 

 

CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative has primary responsibility for providing customer service support for high, medium, and low volume customer accounts, including returned material authorizations, customer forecast, invoicing, supply chain order fulfillment, logistics, customer account set up, maintain profiles and term, credit checking when releasing orders as well as order entry/management. A wide degree of flexibility and multi-tasking is expected.

Responsibilities will include:

  • Perform order entry tasks for all assigned customer accounts.
  • Support customers and Sales Representatives regarding customer issues.
  • Support customer requests as related for orders, ship dates, billing, invoicing and other order issues.
  • Provide customer support for all incoming telephone inquiries, including consumer calls
  • Provide timely responses to customers via Email and telephone correspondence.
  • Provide support for all existing and new customers.
  • Manage customer web sites (when applicable).
  • Understand and follow applicable company practices, policies and procedures.
  • Work with Accounts to identify credit requirements for customer orders.
  • Manage open order fulfillment
  • Perform other duties and tasks as assigned by Manager.

A qualified candidate will be pro-active, detail-oriented, energetic, and possess these requirements:

  • Excellent communication skills – both written and verbal.
  • Ability to communicate effectively at all levels of management
  • Personal Computer knowledge required – software and web browsing experience.
  • Proficiency in Microsoft Office Suite e.g. Word, PowerPoint, Excel and Access.
  • Detail oriented, highly motivated individual to service customer accounts.
  • Ability to multi-task and prioritize customer issues.
  • Experience in inventory management.
  • Ability to work in a fast paced work environment.
  • Ability to work independently or in Team environment.

Please e-mail cover letter and resume to hsimpson@darntough.com 


At Darn Tough Vermont we are always looking for talented people to join our team.

Please forward your resume and cover letter to: rcarey@darntough.com