NEMO is growing fast and demand for our innovative outdoor gear has never been higher. To best meet the needs of our customers we are looking for an experienced Customer Service Manager to lead our customer service team and maintain our excellent reputation of after-sale care.
NEMO is located in a newly refurbished and repurposed mill building in downtown Dover, NH. We are a team of dedicated outdoor enthusiasts, backpackers, hikers, bikers, surfers, kayakers, skiers, and snowboarders and we love to get outside and use the gear that NEMO makes. Dogs are welcome.
Sure, you’ve got to bring top notch customer care experience to the role, but also a passion for the outdoors, great people, great products, and a job well done. Send us a resume and cover letter telling us why you will be an especially great addition to our team. We look forward to hearing from you.
Mission and Scope:
NEMO is looking for a talented and experienced doer to lead our small Customer Service team. The right person will be passionate about the outdoors and adventure, have the ability to lead by example, and employ best practices of customer service to our growing team.
The Customer Service Manager reports to the Director of Sales Operations. This position is responsible for the day to day operation of the Customer Service team, which includes traditional communication channels as well as all warranty and repair services. Our small team of four wear many hats and this position requires a leader who can think on their feet, prioritize to meet goals, and ensure excellence daily.
The right candidate will be clever, quick-witted, deeply creative and an excellent problem solver. NEMO is a small company—we use our brains where others use big dollars. This role is for someone equally happy teaching a task and doing the work. Overall, we are looking for a highly motivated, creative individual who thrives in a fast-paced environment.
Essential Duties and Responsibilities:
· Engage with and inspire the Customer Service team daily
· Set and enforce exceptional service level standards and expectations
· Hire and train new Customer Service employees
· Resolve elevated conversations in a manner consistent with NEMO’s values
· Daily management of pro deal partner programs
· Track and compile Customer Service team metrics and prepare weekly reporting for the management team
· Manage warranty policies, procedures, and all execution
· Willing to represent NEMO at external consumer facing events
· Communicate all important external communication with the NEMO team
· Manage small scale inventory warehousing and shipping/mailing from our HQ location
Three to five years customer service experience, and two to three years in a managerial role
Broad range of experience-based skills related to use of camping/backpacking gear preferred
Proven customer commitment and demonstrable communication skills will be required.
Critical thinking and strong written and verbal communication will be essential to success
Willingness to travel up to 15% of the time
About NEMO Equipment
A job at NEMO is probably different from any job you’ve ever had. It’s probably a lot like the job you’ve always wished you could have. In fact, for the right person, it’s not really like a job at all.
Remember the feeling of camaraderie that comes with sharing an epic adventure with your best friends? Have you ever turned to a friend while walking in steps you were quite sure had never been taken and remarked that there was absolutely nowhere you would rather be — nothing you would rather be doing? That’s the feeling of working at NEMO.
Cam Brensinger started NEMO Equipment, Inc. in 2002 as his senior thesis project in design school while simultaneously working at MIT. Three days after graduation, he opened the NEMO headquarters in an old mill building in Nashua, NH. For two years, Cam focused on learning to sew, pattern, and build prototypes of his first patent-pending tent designs. He launched the brand in 2004 at the Summer Market Outdoor Retailer show and quickly began winning awards for design and innovation. NEMO was the overall winner of the ISPO Brand New Award in 2005 and named by TIME and Popular Science as among the 100 best inventions of the year. That began a ...train of awards and PR that has only accelerated since then. NEMO a truly product-driven brand and that’s helped them outpace their competition in year-over-year growth, steadily taking market share in their trajectory toward quickly becoming an iconic outdoor industry brand.
The team at NEMO is in love with the outdoors and seeks to inspire engagement with outdoor adventure through thoughtful design. They believe great product is part of the equation of enjoying adventure and stands to have a big effect on the experience of being outdoors. They are conscious of how much product there already is in the world and feel a responsibility to make only product that is unique, offers superior features, and is built to last.
A sticker on one of the conference tables at NEMO reads, “Design Like You Give a Damn” and that about sums up the ethos at this company. Everyone on the design team works hands-on to sew samples or build prototypes. There’s always a buzz of activity in the office and there are signs of product design and development every direction you look.
NEMO takes full responsibility for every creative detail of its brand and products. The team does all product design, engineering, development, studio photography, graphic design, etc. in house. And they have some serious talent onboard with a designer from Apple, a PhD engineer from GE, and a number of veterans from the industry. To support the design and engineering efforts of the team, their beautiful office in an old mill building in Dover, NH, has a full woodshop, photo studio, testing lab, rain chamber and full product design suite.
At NEMO, ideas for new products begin with having real experiences in adventure. A passion for adventure is an absolute prerequisite for being part of the team and the design team at NEMO works by these key principles:
- Never bring anything to market that isn’t significantly better than what is already available.
- Own and obsess over every detail.
- Be proud of what you do.