We have an immediate opening for a UK Remote position (based in the south of England) for an:
Aftersales Service Manager
Look around your home, and you'll find us everywhere:
In your kitchen, living room, bedroom, bathroom, garage and outdoors. We are already making your everyday lives better. How are we achieving this? We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. And whether you are just starting your career or in need of a new challenge, we recognize, develop, and empower talent!
Helen of Troy (NASDAQ: HELE) is a global designer, developer, and worldwide marketer of well recognized and widely trusted brands including OXO®, Hydro Flask®, Osprey®, Braun®, PUR®, Vicks®, Honeywell®, Hot Tools®, Drybar®, Curlsmith®, and Revlon®.
Together, we build innovative and useful products that elevate people's lives everywhere every day!
About the role
The Aftersales Service Manager is responsible for overseeing the company’s Aftersales Department, managing resources, budgets, performance, and external repair centers/partners. The role ensures the delivery of best-in-class after-sales service in line with company policies, including the Osprey All Mighty Guarantee.
What you’ll do in the role
Manage and supervise the Osprey Aftersales Team in line with departmental goals, standards, policies, procedures, and ethos
Monitor and evaluate the performance of the Aftersales Team through regular one-on-ones and appraisals
Address customer complaints and manage escalation requests
Lead efforts to develop and implement process and procedural improvements
Document system issues (e.g., Kustomer) and work closely with IT and Digital Teams to resolve them
Place orders for stock throughout the year to ensure the department has sufficient parts to process Osprey All Mighty Guarantee claims
Ensure that departmental processes are well-documented and agreed upon by all team members
Manage the volume of inbound direct-to-consumer (DTC) requests for repairs, spare parts, and advice, using the department’s communication system (Kustomer)
Build and maintain relationships with B2B partners regarding the Osprey All Mighty Guarantee
Ensure all departmental goals and turnaround timeframes are consistently met
Maintain accurate records of recurring issues, department workload, outcomes, monthly repair center volume, and SLAs
Support the Aftersales Team with any other duties as required
Ensure the Aftersales Team maintains up-to-date knowledge of products and components
Oversee the entire spare parts process, from order placement (twice annually) to shipment and receipt at the repair partner's facility
Identify spare part requirements and determine components to order for upcoming season models
What will help you do the job well
🗝 Essential:
Proven experience managing an Aftersales or Customer Service Team
Knowledge of the Outdoor and Retail sectors, specifically in after-sales services
Fluent in English (spoken and written), French a plus.
Excitement about joining a midsize yet growing company with fast-growing brands!
About you
Our ideal candidate is a self-starter, driven and passionate individual with exceptional communication skills. You have the flexibility to work in a small yet fast-growing organization, possess strong analytical and detail-oriented thinking, can work with a good level of autonomy and foster relationships with cross functional teams.
About us
Many of our products rank as #1 brand in their category- we are proud to be market leaders. Behind all these achievements stand exceptionally talented and passionate associates. We are a dynamic mid-size multinational company that offers challenges and opportunities equal to your talents and abilities. Our 15+ locations elicit unique team cultures; our powerful brands are marketed in approximately 75 countries.
If you want to join us on this journey you can find out more on www.helenoftroy.com/emea. You can also find us on our career website https://careers.helenoftroy.com/home or on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.
What do we offer?
Sound like a perfect fit?
If you’re seeking an exciting professional position in a dynamic international environment and be empowered to inspire fresh ideas, then Helen of Troy wants to get to know you!
Next Steps: We will ask you to complete a quick survey as we would love to get to know you by learning more about your experience and skills. If your application is selected, we will reach out to you ASAP for a first informal introductory call.
#LI-Remote
Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.
At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.
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.
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