Positions Available at Simms Fishing Products

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Simms Fishing Products is a leader in the fishing industry – driven to create growth and vitality in the community. We build trustworthy and angler-driven products. Our employees communicate openly, keep their commitments and inspire trust.  We build for the long haul with products that last and a brand that endures. Our employees are our most important catch.

To be a great fit at Simms, you must embrace the fishing culture and follow our practice to work like we fish – with purpose, passion & curiosity. Be prepared to share your latest fishing adventures.

Consumer Care Manager

The Simms organization is growing and we’re looking to fill the Consumer Care Manager position. This is a full-time, in-house position, based in Bozeman, Montana.

The Consumer Care Manager’s mission will be to help Simms continue to provide a world class service experience for our customers, build a fantastic customer service, and implement process improvements to make a positive difference in our Direct to Consumer business.

This position is responsible for wide ranging duties from high level planning and analysis to supervision and training of the customer service team. The successful candidate will be highly motivated and self-directed, in addition to possessing the leadership skills needed to lead by example. This individual will possess exceptional teamwork and communication skills to collaborate with team members in sales, marketing, digital commerce, operations, finance and production. There should a great deal of time gathering and analyzing the customer data and feedback to establish sales and service performance. With the data, the manager can focus on addressing existing customer issues and/or implementing new processes for enhanced world class service. In this role, you lead a team of Simms Fishing brand ambassadors, creating responses and online experiences that build and promote customer loyalty, trust, and good will.

Specific requirements for this position:

Customer Service Brand

  • Collaborate with digital commerce and marketing teams to provide feedback and make suggestions to improve the customer’s order experience and to maximize revenue
  • Ensure Customer Service Lead and team have the resources they need to evolve the customer service experience
  • Maintain in-depth working knowledge of Simms products, technologies and processes
  • Support online sales via upsell strategies, proactive online chat service and promotions
  • Maintain customer database by updating contacts, addresses, and order notes as needed
  • Maintain customer preference database, including information on lead time sensitivity, fulfillment time sensitivity, shelf-life requirements and product preferences
  • Gain and maintain customer relationships in order to better serve each customer’s unique needs
  • Research, identify and implement process and procedures that will enhance and improve online consumer interaction

Analytics/Metrics

  • Develop and report weekly/monthly customer service metrics, key issues, concerns or critical feedback to Leadership along with proposing solutions
  • Review, manage and communicate goals for daily/weekly response times
  • Compile data to identify areas of improvement in web site, customer service policies and procedures and offer innovative solutions

Team Management

  • Proven experience building a customer centric culture by mentoring, coaching and training the Customer Service team on best practices and department policies
  • Demonstrated experience in the management to the Customer Service team, working with the CS Lead and Representatives to resolve challenging customer service issues and escalated situations
  • Experience setting individual/team performance expectations and goals
  • Proven experience developing, directing and overseeing all aspects of Simms customer service policies, objectives and initiatives
  • Experience in monitoring sites for negative feedback and proactively reach out to customers to help improve their experience

Successful candidates should possess:

  • Bachelor’s Degree
  • 3+ years Customer Service Management Experience
  • Strong communication skills
  • Analytical skills
  • Problem-solving skills
  • Ability to increase employee engagement
  • Team building skills
  • Process-driven attitude

Simms offers a competitive compensation and benefits package, including:  Medical, Dental & Vision Insurance, Health Savings Account, Flexible Spending Accounts, Life, Short-term & Long-term Disability Insurance, 401K Retirement Plan, Paid Holidays & Paid Time Off.

For consideration, please submit your resume to:  cheri.hollenbaugh@simmsfishing.com

Customer Care Representative

The Simms organization is growing and we’re looking to fill a Customer Care Representative position. This is a part-time, in-house position, based in Bozeman, Montana.

In this role, the Customer Care Representative will provide superior customer experiences with our professional guides, dealers and consumers at every touch point, creating brand loyalty through expert-level product recommendations, advice and guidance on all things Simms – this is the ‘go to’ for finding solutions for any and all situations that may occur, with a win-win solution as the ultimate goal.

This role will work with all types of Simms customers, ranging from Guides to consumers and dealers, handling all inbound order processing, product recommendation and post-sale activities, such as product returns and warranty needs.

Outcomes of this role include:

  • Efficiently handles order fulfillment through all three channels in a timely manner with the highest level of accuracy
  • Able to provide expert-level product knowledge to a variety of anglers, regardless of experience levels, and sell them into the right product based on their personal needs and goals and recommend appropriate care and maintenance
  • Effectively balances a variable workload, shifting when necessary to meet the demands of the department and company
  • Maintains a high level of professionalism while on the phone or communicating via email
  • Diligently utilizes and understands Simms’ inventory management system, contact center and ticketing management system as well as individual channel ordering sites and associated features
  • Looks for opportunities to improve overall customer experience by identifying and contributing to process improvements

Successful candidates should possess:

  • Strong customer service experience, preferably in the outdoor industry via retail or in-house sales/service
  • Solid communication skills, both written and verbal
  • Ability to problem solve and actively listen with a focus on win-win solutions
  • Capacity to task switch quickly and efficiently, balancing a large inbound phone/email workload
  • Technical aptitude with inventory management systems, Excel and other programs used to track, manage and process orders, product returns and inventory assessment
  • Ability to quickly learn and understand the full product line, fabric technologies and expertly explain and recommend Simms products to a variety of anglers and experience levels

Simms offers a competitive compensation and benefits package, including:  Medical, Dental & Vision Insurance, Health Savings Account, Flexible Spending Accounts, Life, Short-term & Long-term Disability Insurance, 401K Retirement Plan, Paid Holidays & Paid Time Off.

For consideration, please submit your resume to:  cheri.hollenbaugh@simmsfishing.com

Warranty & Repair Associate

The Simms organization is growing and we’re looking to fill the Warranty & Repair Associate position. This is a full-time, in-house position, based in Bozeman, Montana. The Warranty and Repair Technician will work as part of the Warranty & Repair team to perform a variety of repairs on customer returned products. This is an entry-level position and will work under direct supervision.

SPECIFIC DUTIES:

  • Process product evaluations
  • Repairs waders utilizing approved methods and materials (ie re-glue, heat taping, etc.).
  • May enter repair information into database
  • Maintains high level of communication with supervisor regarding returns.
  • Assists in other functions as required.

The successful employee shall:

  • Be a team player that follows the above referenced procedures, but is also willing to take further direction from the Warranty & Repairs Manager.
  • Be able to stand and sit for extended periods of time and move and lift materials.
  • Have limited exposure to odorous substances and solvents (i.e. methyl-ethyl ketone).
  • Demonstrate patience, detail orientation, and focus on quality.
  • Prior manufacturing experience is helpful
  • Adhere to Safety procedures and guidelines

Simms offers a competitive compensation and benefits package, including:  Medical, Dental & Vision Insurance, Health Savings Account, Flexible Spending Accounts, Life, Short-term & Long-term Disability Insurance, 401K Retirement Plan, Paid Holidays & Paid Time Off.

For consideration, please submit your resume to:  cheri.hollenbaugh@simmsfishing.com

Don’t See Your Dream Job?

If you would like to submit a resume for future consideration for Simms Fishing Products’ positions should they become available, please submit a cover letter and resume by email to cheri.hollenbaugh@simmsfishing.com.

www.simmsfishing.com

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