B2B Customer Service Manager

Company Description

blackcrows is an independent ski brand born in Chamonix, and embraced by mountain communities around the world. We design skis, outerwear and accessories with a relentless focus on performance, identity and style—objects shaped by a desire to merge beauty and efficiency.

Rooted in ski culture and driven by a spirit of freedom and adventure, blackcrows celebrates the mountains as a creative space. With offices in Chamonix, Paris and Los Angeles, a global distribution and own physical retail stores in key locations, the brand continues to expand its vision of contemporary skiing.

Role overview

blackcrows is seeking a B2B Customer Service Manager to join our team. He or she will be responsible for ensuring the smooth operation of the “order-to-cash” process and for maintaining customer satisfaction for blackcrows on a global scale. He or she will lead a team based in France and the United States.

This position reports directly to the Global Supply Chain Director. He or she will also work closely with sales directors, the finance department, clients, and the operations team.

You will be at the heart of our B2B customer service; your role will therefore be to ensure customer satisfaction and the smooth delivery of orders to B2B clients. We have approximately 800 B2B clients in total.

As the operations manager for a specific geographic region (approximately 250 clients), you will also lead a team of 2 people (+2 interns during the peak season, from September through February), spread across three locations: Paris, Chamonix, and Los Angeles.

Role and responsibilities

Position Objectives

- Manage and lead the customer service team

- Ensure the proper execution of the order backlog and report any risks and/or opportunities to the finance team

- Ensure and measure customer satisfaction; implement customer satisfaction surveys to track it.

Responsibilities

- Monitor delivery timelines for B2B orders using the Bevolta tool and provide visibility into the order portfolio (cancelled, delivered, and pending orders) to the sales team and management.

- Help develop delivery schedules based on customer requests and the company’s cash flow needs

- Provide visibility into the delivery schedule to our warehouses and the B2B invoicing schedule to management.

- Optimize the Order-to-Cash (O2C) cycle (e.g., reduce order processing and delivery times, etc.) and optimize B2B customer deliveries based on shipping costs and inventory availability.

- Anticipate transportation needs (large-scale exports, SE Japan and Korea).

- Streamline shipments to the UK and Switzerland.

- Ensure that shipping documents are in compliance (POA, waybills, invoices—especially for large-scale export shipments).

- Update performance metrics (budget tracking, service levels and OTIF, workload plan, shipping plan)

- Ensure smooth internal communication (finance, sales, operations) and external communication (warehouses, carriers).

- Document and maintain procedures, standardizing them across regions

- Ensure annual inventory counts and proper tracking of internal and external inventory (warehouses, accounts receivable, customer-held inventory, etc.)

This list is not exhaustive and may be added to and/or revised during your assignment, depending on our discussions and your interests.

Profile & qualifications

Education and Experience

With a minimum of a master’s degree, ideally in supply chain or logistics, you have strong professional expertise in operations and customer service.

You serve as a point of reference for both technical and interpersonal matters and are able to collaborate effectively both internally and with external partners. You are thorough, organized, self-reliant, and adaptable. You possess a curious and creative mindset.

Required Skills

• Bilingual in English and French (native English speakers are preferred)

• Excellent analytical skills and the ability to work with various types of data.

• Strong communication skills and the ability to collaborate across functions.

• Knowledge of ERP systems.

• Ability to lead and motivate a team.

• Ability to anticipate risks and escalate them while proposing potential solutions.

• Project management and continuous improvement skills.

Contract Type

Location : Paris

Contract : CDI

Start Date : End of August/ Beg of September

What we offer

• The rare opportunity to be part of a small, passionate team shaping how a globally respected ski brand expresses itself — on snow, in culture, and through the people who embody our spirit.

• Strong core values that make up our DNA as a company: fairness and caring, team spirit, positive attitude, open-mindedness, ski/outdoor culture

blackcrows is committed to providing a working environment that promotes diversity, inclusion and equal employment opportunity regardless of race, colour, gender, age, creed, religion, national or ethnic origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity and expression, or any other legally protected status.