Dealer Service Operations Specialist

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 helping us achieve this by supporting and helping develop Patagonia wholesale accounts by optimizing service and operations in Europe. This is accomplished through building and fostering synergetic relationships amongst your wholesale customers (“Dealers”) and Patagonia sales team, as well as overseeing and maintaining the operational health of your wholesale accounts.

Main Tasks

• Liaise with customers, sales representatives, logistics, and credit teams to provide the best dealer service & operational efficiencies to the wholesale accounts allocated to you.
• Perform orderbook maintenance as it pertains to the wholesale business model.
• Monitor inventory fluctuations and understand systems logic to ensure optimal order fulfillment.
• Report and troubleshoot day-to-day operational issues.

Other Job Responsibilities

• Provide a prompt, reliable, and high-quality service and operational support to your allocated dealers.
• Complete daily & seasonal tasks and projects in a timely and comprehensive manner (pre-season preparation, shipping season, etc.).
• Manage wholesale orders on a daily basis: enter orders, follow up with adjustments and cancellations.
• Monitor and resolve delivery complaints by coordinating with dealers, forwarding services, and the Patagonia logistics team.
• Work on guaranteeing a smooth delivery process. Ensure all necessary operating documentations and special handling requirements are properly executed.
• Maintain ongoing and proactive communication to wholesale accounts and sales representatives regarding system updates, supply issues, shipping timelines, backordered products, and cancelled items.
• Strive for a constant improvement of customer experience and suggest improvement initiatives and opportunities to management.
• Become familiar with Patagonia’s systems & processes in order to handle all service-related inquiries for wholesale accounts. Process returns and repairs for assigned accounts.
• Work in conjunction with Sales in order to maintain targeted distribution and sales directives. Work with dealers to maintain preseason order base. Assist in inventory management by moving revenue from (but not limited to) oversold styles to styles with ATS (Available-To-Sell).
• Work in conjunction with the credit department to establish new accounts.
• Provide sales and order management analysis to the sales team and Dealer Service Manager.
• Provide help and support to local sales team mainly in the daily relationships with dealers & order management.
• Sell ATS (Available-To-Sell) by answering incoming phone calls or emails. Participate in sales call out programs.
• Ensuring the backup of other team members.
• Complete any ad-hoc tasks and assignments as directed by management.
• Apply Patagonia’s values and purpose to every aspect of your work, share and convey the message where possible, work as a team to create value and make a difference everywhere we engage.

What We’re Looking For

• An inclusive mindset.
• Excellent communication and interpersonal skills.
• Excellent customer service and problem-solving skills.
• Language skills: fluent in English, other languages are a plus.
• Good knowledge of MS Office, especially Excel.
• A natural flair for sales.
• A love of the outdoors.
• A passion for saving our home planet and making a positive impact through your work.

It’s a Plus If You Also Have the Following

• Advanced level of computer skills (knowledge Microsoft D365 or similar ERP).
• Experience in customer service or similar client-facing role.

Other Important Details

We have a hybrid work model, working from home for maximum 3 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 standardized questions that focus on the aspects that are important for success in the role.

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, color, 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 organization 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.