Job Description

The Mission: Creating the most-loved brands in snowsports through Inspiration, Performance & Connection

With independent brands Faction Skis, United Shapes and phaenom footwear, Full Stack Supply Co (FSSC) is a multi-brand group building a new era of outdoor sporting equipment brands that put people and the planet first.

More than riding a wave, we work to catalyze the outdoor industry through award-winning product design and forward-thinking omnichannel distribution brought to life by expert teams in Europe, North America, and Asia. The group engages a global fanbase through in-house film productions and partners with other impact-driven organizations such as B Corp & 1% for the Planet.

We are a tight-knit, fast-moving place where everyone has a responsibility to make an impact for our customers and colleagues. We are accelerating through use of modern technology and thinking, but recognize that it is our people who bring our products and stories to life.

The Role

Based in Le Chable, Valais, CH- Hybrid | Full time (100%) | Asap

We’re looking for a customer-oriented, data-driven and hands-on person to join our young and vibrant Operations Team, with a focus on logistics, customer service and process-improvement.

The Job will include hybrid hours as it is heavily linked with the Warehouses and Customers in the US and Canada

B2B Customer Experience:

• Be the point of contact for our North American Retail Partners, answering requests and anticipating their needs, in a smooth and professional communication
• Follow-up on orders, deliveries, back-orders, invoices, to make sure RPs are always aware of their situation with FSSC and exceed their expectations
• Manage the After Sale service and guarantee the customer’s satisfaction and retention. Your knowledge of the products and the customers will highly contribute to the success of the sales team on your territory you support
• Be in contact daily with our 3PL to ensure orders are shipped on time, Identify and report roadblocks, then implement solutions
• Support sales reps and follow up with the Retail Partners to maximize sales and resolve issues. Make sure your accounts’ orders are correctly entered into the system, inform our partners of any changes to our production and delivery schedule
• Apply LLMs and modern approaches to improve quality, speed and cost in the business
• Using our CRM systems (Odoo, Salesforce, Elastic), ensure your accounts’ contact details and sales terms are kept up to date, onboard new accounts, and ensure our network of retail partners have access to all the relevant Sales Tools
• Manage any oversells with RPs and sales reps in the territory
• Resolve any issues with regards to order placement, delivery, warranties or returns
• Ensure all communications to your RPs is of the highest standard, using the appropriate communication tools.
• Gather and record information in relation to sell through from our RPs and share with Reps
• Maximize sales opportunities by providing RPs with proactive recommendations and guidance

Requirements

1. Customer focused: Keep the customer in mind in all that we do and act as an internal advocate for our B2B Partners, always striving to deliver an exceptional experience
2. Strong communicator Externally: Ensuring that all our B2B/DTC customer interactions are of a high and professional standard. Internally: Collaborate cross functionally, clearly articulating challenges and details, proactively ensuring that the wider team is informed about B2B and DTC matters.
3. Continuous improvement mindset: Striving for continuous improvement/optimization of customer logistics topics (processes, tools, concepts)
4. Logical thinking: Logical mindset with ability to develop strong excel skills to streamline logistics processes
5. Attention to detail: Ability to spot errors / identify trends or anomalies when updating various documents, CX Processes, or making sure orders are correct in the systems as well as initiatives to flag and resolve issues that may arise.
6. Efficiency: Ability to prioritise and manage own time effectively – Able to balance the delivery of tasks and projects and stay on track whilst also dealing with ad hoc logistic matters/ CX matters which arise
7. Technology native: Experienced with SaaS tools and energized about finding ways to improve both quality and efficiency with modern techologoy, not limited to but including AI
8. Environmentally conscious: Identify areas where CO2 emissions can be minimised to reduce environmental impact

Benefits

• An opportunity to develop professionally working with international regulations and cultures around the world each day, while working 200m from the Verbier gondola
• Employee discounts on Faction, United Shapes snowboard, and Phaenom ski boots as well as pro deals with our key partners
• A Verbier season pass
• An energetic and dynamic team within a fast-paced, sometimes high-pressure environment
• Brands with a strong identity and values that resonate with our fans and team members