Dealer Service Supervisor

Title: Dealer Service Supervisor

Department: Sales operations

Reports to: Sr Manager, Sales Operations

Location: Portland, OR (Hybrid)

Summary:

The Dealer Services Supervisor leads the team supporting the company's outdoor retail partners and ensures consistent, high-quality dealer experience throughout the order lifecycle. The role is responsible for team leadership, day-to-day service operations, process improvement, and customer data and reporting.

Working cross-functionally with Sales, Logistics, Finance, and Planning, the Supervisor uses service and commercial insights to improve order execution, strengthen dealer relationships, and support informed business decisions.

Key Responsibilities:

Dealer Services & Team Leadership

• Lead, coach, and develop the Dealer Services team, including hiring, onboarding, training, workload planning, and performance management.
• Oversee daily dealer service operations, including order processing and release, inventory communication, returns coordination, and account support.
• Monitor key service metrics, including dealer satisfaction, response times, order accuracy, fill rates, and returns, and use insights to drive improvements.
• Improve and standardize workflows to increase accuracy, reduce turnaround times, and strengthen cross-functional communication.
• Manage service systems and tools, including ERP systems, dealer portals, EDI workflows, and communication platforms.
• Partner with Sales, Logistics, Finance, and Planning to identify and resolve operational issues and improve execution.
• Develop and maintain standard operating procedures, training materials, and dealer-service resources.
• Plan staffing and service capacity to support seasonal demand, account growth, and changing dealer needs.
• Represent Dealer Services in cross-functional planning and business initiatives, ensuring dealer needs and service insights inform decisions.
• Ensure dealer communications reflect the company's brand, service standards, and outdoor culture.

Customer Data, Reporting & Analysis

• Maintain the accuracy and consistency of customer and dealer data, including account information, order history, pricing, and discounts.
• Establish data standards and validation processes, partnering with Sales, Finance, and system owners to resolve discrepancies.
• Analyze discount activity by customer, account segment, and product to identify trends, exceptions, and potential impacts on net sales and margin.
• Compare applied discounts with approved terms and programs and coordinate with Sales and Finance to address discrepancies.
• Develop and maintain reporting and dashboards that connect purchasing behavior, service activity, returns, and discount trends to actionable business insights.
• Present findings and recommendations to Sales Operations leadership and cross-functional partners and support follow-through on agreed actions.
• Manage customer data in accordance with company privacy, access, and data governance requirements.

Qualications:

• 3+ years of experience in dealer services, customer service operations, sales operations, sales support, wholesale account management, or related field.
• 2+ years of people-management or team-leadership experience.
• Experience in the outdoor, sporting goods, consumer goods, or wholesale industry preferred.
• Proficiency with ERP systems and intermediate to advanced Excel skills, including organizing, validating, and analyzing customer and transaction data. Experience with reporting or business intelligence tools is preferred.
• Experience with customer data, reporting, and commercial analysis, including evaluating discounts and identifying exceptions or trends.
• Strong leadership, communication, and cross-functional collaboration skills.
• Demonstrated ability to use service metrics and customer insights to improve processes and build scalable workflows.
• Analytical and curious, with the ability to turn customer and service data into practical actions.

Seniority Level

• Professional

Industry

• Sporting Goods
• Eyewear

Employment Type

• Full-time, exempt

Job Function

• Sales Operations
• Team management/supervision
• Analytics and customer data