Customer Service & Sales Operations Manager

In-house, White River Junction, Vermont


WRJ - Ibex HQ

About Ibex:

Ibex is an uncompromising company of “Wool Enthusiasts”. Our ongoing success and growth emerges from our determined passion for building exceptional performance products from New Zealand Merino Wool and other natural fibers. Our work environment is open, casual and energized. We have a dedicated talented team of people that are progressive, active and fun.


As the leader and manager of the dealer and customer service team this is a critical and high profile role within the organization. This role collaborates with all departments within the company including the Leadership Team, Operations, Finance, Product Development and Marketing, and requires a thorough understanding of the business in order to meet performance expectations. This individual must be able to perform well under pressure, manage priorities, delegate, possess exceptional organizational, decision-making, problem solving and analytical skills, excel at implementing and improving systems and processes, and demonstrate leadership within the department and organization.

Broad Responsibilities:
  • Lead and manage the dealer and customer service team. This includes hiring/terminating, training, conducting performance reviews, managing time off requests, staff schedule and business expenses
  • Manage automated sales reporting and provide on demand reporting as requested
  • Manage inventory and order allocation
  • Work with VP sales on execution of strategic sales plans
  • Effectively and proactively communicate territory, rep and account status with DS team, sales management, and/or other departments
  • Improve efficiency and effectiveness by creating and implementing improved systems and processes
  • Work with operations to ensure orders are shipped on time
Routine Responsibilities:
  • Order and manage sales samples
  • Monitor daily order flow
  • Ship by / Cancel date management
  • Back order release
  • Create, distribute and maintain rep support materials
  • Support EDI-SPS Commerce
  • Resolve order/customer/staff problems
  • Represent Ibex at trade shows and dealer events as needed
  • Assist with sales meetings
  • Review and approve sales rep commissions
  • Create and manage sales collateral and tools
  • Two years of experience in the Outdoor, Ski or Lifestyle apparel markets
  • Experience and track record of successfully managing a team
  • Background in sales, customer service, operations, and/or retail management
  • Strong computer skills: Excel and Word a must
  • Experience with Netsuite desired
  • Familiarity with FedEx/UPS and Freight Forwarders
  • Bachelor’s degree preferred
Personal Characteristics:
  • Leadership
  • Willingness to disagree in the face of adversity
  • Can do attitude with a “raise the bar” mentality
  • Strong interpersonal and teamwork skills
  • Enjoy learning and appreciate levity in the face of stressful situations
  • Willing and able to work extended business hours & weekends during busy times
  • Excellent organizational and communication (written and verbal) skills
  • Ability to multi-task while maintaining a high level of attention to detail
Key Working Relationships:
  • All departments and personnel

Salary commensurate with experience.

Full benefits including Health, Dental, Life, Vision, 401K, Vacation and Sick time off.

To Apply:

Send your cover letter and resume to:

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