Customer Support Manager

About Horseware Ireland

Horseware Ireland is driven by a profound passion for horses that has been the foundation of the company for nearly 40 years. Since launching the iconic Rambo Original in 1985, which revolutionized equine apparel design, the company has grown into the leading global equestrian brand specializing in horse rugs and equine products. With distribution in over 70 countries and a workforce exceeding 500 employees, Horseware Ireland remains committed to innovation and sustainability with a mission to enhance the lives of horses and their owners.

Job Overview

The role of Customer Support Manager involves overseeing wholesale retail and e-commerce sales support efforts, handling order processing from inception to delivery including returns and exchanges, providing expert product knowledge and excellent customer service, leading and developing the customer sales and support team, and collaborating with multiple departments. This position reports directly to the Head of Global Customer Support.

Key Responsibilities

• Lead and inspire the North American Customer Support team (both B2B and B2C) to deliver superior customer service to retailers and end consumers, driving sales growth.
• Manage team performance through training, mentoring, coaching, planning, evaluation, and contribution monitoring.
• Track and analyze team and individual metrics and KPIs, align these with departmental goals, and foster a positive team culture; conduct regular meetings to share objectives.
• Provide detailed reports on team performance and service metrics to supervisors and executive leadership as required.
• Oversee inbound and outbound customer support activities, manage escalations and complex queries, and identify areas for process improvement.
• Serve as the main liaison for the third-party logistics partner, participating in daily meetings, managing priorities, and addressing customer service requests.
• Engage in cross-departmental projects and initiatives to support company objectives.
• Respond promptly and professionally to all retail partner inquiries via HubSpot.
• Manage orders through EDI and ERP systems, overseeing seasonal delivery schedules.
• Coordinate with finance and operations teams to resolve disputes and claims efficiently.
• Provide timely feedback to the company regarding service issues, potential improvements, customer concerns, and research and development matters.

Qualifications and Skills

• Experience in or knowledge of the equestrian industry is preferred.
• At least three years of leadership experience in customer service roles is desirable.
• Proven ability to lead, motivate, and develop a team effectively.
• Familiarity with EDI, CRM, and ERP platforms is advantageous.
• Strong verbal and written communication capabilities.
• Capacity to thrive in a fast-moving environment, managing multiple priorities and urgent issues.
• Highly self-motivated with exceptional attention to detail.
• A cooperative team player eager to support colleagues and the organization.
• Excellent grammar and communication skills.
• Skilled in reporting and project management.