Dealer Service Operations Specialist (f/m/d)

Description du poste:

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're in business to save our home planet. This role contributes to Patagonia's purpose by delivering operational excellence and best-in-class service to wholesale partners across EMEA. By managing daily dealer service workflows, maintaining orderbook accuracy, and coordinating with cross-functional teams, the role ensures timely deliveries, smooth seasonal execution, and a positive dealer experience aligned with Patagonia's values and service standards. Main tasks: * Orderbook Management Execute daily orderbook tasks including order entry, adjustments, and cancellations in Microsoft Dynamics 365. Ensure data accuracy and timely updates to maintain operational health and meet seasonal targets. * Delivery Coordination Monitor shipping timelines and resolve delivery issues by liaising with Wholesale Operations, Logistics, Sales, Credit and dealers. Guarantee smooth delivery processes and compliance with special handling requirements to uphold service standards. * Dealer and Internal Stakeholder Communication Maintain proactive communication with wholesale accounts regarding system updates, shipping schedules, backorders, and cancellations. Provide clear and timely information to strengthen dealer relationships and reduce escalations. Work closely with the Sales team and other internal stakeholders to share relevant updates, align on priorities, and ensure a smooth flow of information across teams. Support collaboration to deliver consistent and reliable service experience for dealers. * Returns and Repairs Processing Manage returns and repairs for assigned accounts in line with Patagonia's repair philosophy. Coordinate with the Repairs team to ensure sustainable service practices and timely resolution of dealer requests. Actively support dealer education by sharing repair guidelines and philosophy, helping dealers understand repair options and processes to improve customer experience and reduce escalations * Operational Issue Resolution Identify and troubleshoot day-to-day operational issues across systems and processes. Collaborate with Credit, Sales, and Logistics teams to resolve problems quickly and maintain service continuity. * Seasonal Readiness Prepare and execute seasonal tasks such as pre-season order validation and shipping season coordination. Ensure operational readiness to meet financial and service targets during peak periods What we're looking for: * An inclusive mindset * Experience in Customer Service or Dealer Service * Fluent in French and English, and at least intermediate level of Spanish is required * Good understanding of dealer service operations, applied to manage orderbook execution, delivery coordination, returns, and repairs across multiple accounts. * Good understanding of ERP systems, specifically Microsoft Dynamics 365, for accurate order management and operational reporting; Good computer skill, including good knowledge of Excel. * Good understanding of communication and relationship-building, enabling effective interaction with dealers and internal teams to resolve issues and maintain trust. * Good analytical and problem-solving skills, applied to identify operational gaps, troubleshoot issues, and implement corrective actions promptly. * Good organizational and prioritization skills, applied to manage multiple seasonal tasks and deadlines in a fast-paced environment. * A love of the outdoors * An interest in saving our home planet and making a positive impact through your work Other important details: * This is a Full-time position based in Annecy, France * 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 standardised questions that focus on the aspects that are important for success in the role. * To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/ 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, colour, 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 organisation 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. Disclaimer for recruitment agencies: Thanks for your interest in supporting us for this role, but we don't accept unsolicited CVs from recruitment agencies

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're in business to save our home planet. This role contributes to Patagonia's purpose by delivering operational excellence and best-in-class service to wholesale partners across EMEA. By managing daily dealer service workflows, maintaining orderbook accuracy, and coordinating with cross-functional teams, the role ensures timely deliveries, smooth seasonal execution, and a positive dealer experience aligned with Patagonia's values and service standards.

Main tasks:
* Orderbook Management Execute daily orderbook tasks including order entry, adjustments, and cancellations in Microsoft Dynamics 365. Ensure data accuracy and timely updates to maintain operational health and meet seasonal targets.
* Delivery Coordination Monitor shipping timelines and resolve delivery issues by liaising with Wholesale Operations, Logistics, Sales, Credit and dealers. Guarantee smooth delivery processes and compliance with special handling requirements to uphold service standards.
* Dealer and Internal Stakeholder Communication Maintain proactive communication with wholesale accounts regarding system updates, shipping schedules, backorders, and cancellations. Provide clear and timely information to strengthen dealer relationships and reduce escalations. Work closely with the Sales team and other internal stakeholders to share relevant updates, align on priorities, and ensure a smooth flow of information across teams. Support collaboration to deliver consistent and reliable service experience for dealers.
* Returns and Repairs Processing Manage returns and repairs for assigned accounts in line with Patagonia's repair philosophy. Coordinate with the Repairs team to ensure sustainable service practices and timely resolution of dealer requests. Actively support dealer education by sharing repair guidelines and philosophy, helping dealers understand repair options and processes to improve customer experience and reduce escalations
* Operational Issue Resolution Identify and troubleshoot day-to-day operational issues across systems and processes. Collaborate with Credit, Sales, and Logistics teams to resolve problems quickly and maintain service continuity.
* Seasonal Readiness Prepare and execute seasonal tasks such as pre-season order validation and shipping season coordination. Ensure operational readiness to meet financial and service targets during peak periods

What we're looking for:
* An inclusive mindset
* Experience in Customer Service or Dealer Service
* Fluent in French and English, and at least intermediate level of Spanish is required
* Good understanding of dealer service operations, applied to manage orderbook execution, delivery coordination, returns, and repairs across multiple accounts.
* Good understanding of ERP systems, specifically Microsoft Dynamics 365, for accurate order management and operational reporting; Good computer skill, including good knowledge of Excel.
* Good understanding of communication and relationship-building, enabling effective interaction with dealers and internal teams to resolve issues and maintain trust.
* Good analytical and problem-solving skills, applied to identify operational gaps, troubleshoot issues, and implement corrective actions promptly.
* Good organizational and prioritization skills, applied to manage multiple seasonal tasks and deadlines in a fast-paced environment.
* A love of the outdoors
* An interest in saving our home planet and making a positive impact through your work

Other important details:
* This is a Full-time position based in Annecy, France
* 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 standardised questions that focus on the aspects that are important for success in the role.
* To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/

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, colour, 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 organisation 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.

Disclaimer for recruitment agencies:
Thanks for your interest in supporting us for this role, but we don't accept unsolicited CVs from recruitment agencies