Career Opportunities at APS


 

 APS, The World Leader in Outfitting Sailors, is a growing company always looking for motivated sailors to join the team. With a passion for sailing and drive to provide sailors with a superior customer experience, we pride ourselves on our sailing knowledge and experience. 


We are in a perfect location in the heart of the maritime district in Eastport, Annapolis, where you’ll have easy access to the three major sailing clubs in town. From dinghy to offshore, plenty of sailing opportunities await. It’s not just a job, it’s a lifestyle. 

We offer competitive wages, benefits for all year round employees and fabulous discounts on our products. 


 Job Title: Sales & Customer Service Department Manager

Reports to: President

Location: Annapolis, Maryland

Summary

The APS Sales & Customer Service (CS) Department Manager (DM) executes our mission – “APS is an enjoyable place to shop and work for all who share our passion for sailing.  We are sailors serving fellow sailors to improve their time on the water.”  They archive our vision – “APS is the preferred outfitter of high-quality apparel, hardware, line & services for all sailors.  Sailors depend on APS as the leading resource for sailing knowledge and information and staff of sailors who provide an outstanding customer experience.”

They will originate, define, create and lead the implementation and successful execution of innovative strategies that deliver consistent and trusted experience for APS customers.  Will create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, through excellent customer experience, while balancing the realities of APS’ business needs.

APS started in 1991 as a brick-n-mortar storefront, then grew substantially as a mail order catalog company; and now continues to evolve, innovate and grow as a digital e-commerce company.  The Sales & CS DM will ensure an excellent customer journey on our website and third-party marketplaces; and an excellent experience through the sales, fulfillment and after sales process.  They manage customer interactions daily via phone, chat, email, and social media, ensuring that the company’s high standards are upheld.  They will work cross-functionally with leaders of the Marketing, E-commerce, Products and Fulfillment divisions.

The Sales & CS DM is an experienced leader and is expected to provide mentorship, direction, skill development, and overall management of the team.  The successful candidate is a well-rounded business professional with proven management skills.  The candidate will also have the ability to proactively embrace and overcome challenges, and provide solutions, focusing on creating a superior customer experience and continuous improvements in business processes.

Essential Functions

  • Develops and implements policies and practices to increase sales and improve the APS customer experience.  Establishes and reports on a variety of sales and customer experience KPI’s.
  • Compiles and analyzes sales reports, customer data and customer feedback to increase sales and improve the customer experience.  Creates and reports on measures of success.
  • Develops budgets which include sales volume goals, revenue targets, and operating expenses.  Understands the revenue goals and the investments required to achieve these objectives.
  • Responsible for hiring, training, and developing team members. Sets performance standards for the team coaches the team in order to achieve high performance. Measures and reports on individual and team performance.
  • Monitors, reports on and remediates all issues impacting the customer experience.  Works cross-functionally to create programs to improve customer experience.  Proactively resolves customer issues.
  • Collaborate with marketing, product management, and website functions to facilitate customer communication, create new campaigns and offerings.
  • Develop new processes, tools, communication structures, training, and methodologies to ensure success across the sales team and departments throughout the company.  Serve with other department managers to build relationships among team members of the various departments in order to achieve the company’s strategic goals and objectives.
  • Ensures all processes are documented and all sales team members are utilizing the correct processes.  Creates and/or edits process documentation when necessary.

Qualities

  • You must be a leader of people who want to get the best out of others and guide them to success.
  • It is essential that you can hold others accountable while maintaining a positive attitude and outlook and be detail oriented and someone who is always looking for ways to continuously improve.

Strategy/ Operations

  • Develop leading-edge strategies to expand our impact and quality of customer engagement.
  • Gain a first-hand understanding of how customers engage with the brand across all touch points, and draw conclusions to continually evolve, improve, and optimize customer service.
  • Outline ‘the customer journey” to achieve the “customer experience” vision, including key benchmarks and measures of success.
  • Establish metrics for defining our relationship with customers, and define targets for the organization.
  • In collaboration with the Management Team, evaluate the existing customer service resources and technologies to better understand opportunities and risks.  Introduce relevantly and value-add customer engagement functionality, and leverage appropriate emerging innovations as part of the overall customer experience.
  • Effectively manage KPIs, payroll, budget, and employee development for the department.

Leadership

  • Lead the Sales & CS team to provide an exceptional customer experience.
  • Participate as a member of the Management Team (MT) that has the control and responsibility for the company as a whole, its strategy, and ultimate success.
  • Clearly define the customer experience vision with the Sales and CS team, set and communicate team strategy, objectives, tactics, and measurable goals.  Foster a culture of accountability and continuous improvement.
  • Guide the culture within the Sales and CS team to ensure customer engagements are true to our mission and vision.
  • Create an agile organization that responds quickly to our customer’s needs.
  • Develop and implement a program of continuous product training for the Sales & CS team to ensure we achieve our vision.

 

Job Requirements

  • PREVIOUS SAILING EXPERIENCE - RACING AND/OR CRUISING SAILBOATS – IS AN ABSOLUTE REQUIREMENT.
  • Associates Degree minimum, Bachelor’s degree highly preferred. 
  • Minimum of five years of sales experience
  • Minimum of five years of direct people management experience, including coaching and team building.
  • Experience creating budgets and operating within budgets, analyzing variation and remediation of budgets and other KPI’s
  • Strong selling and relationship building skills
  • Proven management skills and experience, including creation and reporting on sales and customer experience KPI’s
  • Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
  • Demonstrated communication skills, written, verbal and listening.
  • Critical thinking skills and ability to problem solve with a bias for action
  • Customer orientation
  • Proficient in Microsoft Outlook, PowerPoint, Excel, and Word; INCLUDING INTERMEDIATE LEVEL EXCEL SKILLS.

Physical Requirements

  • Must be able to lift up to 50lbs.
  • Must be able to sit for extended periods of time
  • Must be able to stand for extended periods of time
  • Ability to look at a computer screen for extended periods of time

How to Apply

Interested parties should EMAIL to Employment@apsltd.com  their cover letter, business resume and BRIEF SAILING RESUME for immediate consideration.


SALES & CUSTOMER SERVICE

If you have a passion for sailing, enjoy talking to and helping sailors, are a sailing ‘gear-head,’ turn your sailing knowledge and experience into a career. APS is currently looking to add to our Sales and Customer Service team. Our Sales and Customer service team works as solution providers and educators helping sailors find and purchase the best product to suit their needs. Not only will you be assisting customers, but like all team members at APS your role will focus on providing a great customer experience and creating customers for life.

Responsibilities

  • Process phone, web, email, fax and mail order inquiries acting as a sales and service consultant within company policies to achieve customer satisfaction. 
  • Process and spec rigging orders.
  • Process and/or troubleshoot order returns, exchanges within company policies to achieve customer satisfaction and enhance their overall experience with APS.
  • Act as brand ambassadors for APS and add value to overall the customer experience utilizing your sailing knowledge and experience.
  • Look for ways to improve APS processes, procedures, services, and products
  • Continually look for and suggest ways to improve customers shopping experience on the APS website to ensure we remain the preferred online retailer for sailing products. 
  • Contribute to APS's overall marketing efforts when possible by writing blogs, product reviews and noting new and innovative solutions and products.

Qualifications

  • Experienced and passionate about cruising and racing sailboats
  • Knowledgeable and enthusiastic about sailing and the APS product offering
  • Ability to communicate in a clear, professional manner
  • Experience using Microsoft Office, including Excel, Word & PowerPoint
  • Ability to quickly learn about APS products, processes, and software
  • Strong organizational and follow through skills
  • Ability to prioritize multiple tasks and work in a fast paced environment

Education and Experience

  • High School Diploma required, Bachelor's Degree or higher preferred
  • Previous experience sailing a wide variety of sailboats

We offer competitive wages, health insurance including dental/vision, paid vacation, paid holidays, a retirement plan, and fabulous discounts on our products. APS is located in the self-proclaimed ‘sailing capital’ of the U.S.  Sailing experience is preferred, but not required.  Compensation commensurate with experience.

How to Apply

Interested parties should EMAIL to Employment@apsltd.com  their cover letter, business resume and BRIEF SAILING RESUME for immediate consideration.


 

FULFILLMENT ASSISTANT - (Permanent, Full Time - Hourly)

Responsibilities

  • Pick, pack and ship orders within the customer promised time frame
  • Ensure boxes are packed and shipped correctly and that the customer experience is excellent
  • Be proactive about the security of APS merchandise
  • Ensure inventory is in its correct allocated location at all times
  • Receive, label and put away inventory
  • Work well in a fulfillment team
  • Work cross-functionally to support the APS team when needed

 Capabilities and Attributes Required

  • Ability to attend to detail and ensure accuracy of tasks
  • Ability to work productively in a team
  • Conscientious and energetic
  • Ability to work under pressure against daily deadlines
  • Other fulfillment and facilities duties as assigned
  • High School Diploma required, College Degree preferred
  • Sailing experience preferred, but not required
We offer competitive wages, health insurance including dental/vision, paid vacation, paid holidays, a retirement plan, and fabulous discounts on our products. APS is located in the self-proclaimed ‘sailing capital’ of the U.S.  Sailing experience is preferred, but not required.  Compensation commensurate with experience.

Interested parties should EMAIL to Employment@apsltd.com  their cover letter, business resume and BRIEF SAILING RESUME for immediate consideration.

 

 

Not what you’re looking for? 

If you don’t find the right position, send your resume to Employment@apsltd.com. We’re always looking for sailors to join our crew and know that a good sailor is tough to find. 

 


      $500 APS Gift Certificate for Referrals

Do you know someone who would be a perfect fit? If you refer someone to us who is hired we will give you a $500 APS gift certificate after their 30th day of employment. Just be sure to send an email to employment@apsltd.com with their name and the position you are referring them for. This must be done prior to them applying for the position, and must be in email format sent to employment@apsltd.com.

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