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Web Director

 Osprey Packs is the leading manufacturer of backpacks and travel gear. We’re located in southwest Colorado nestled in the corner of the rugged San Juan Mountains and on the edge of vast sandstone canyon country. Our mission for the last 40 years has been to create innovative, high-performance gear that reflects our love of adventure and our devotion to the outdoors. 

Job Status
Full-Time (40 hours; salary)

Supervision Received
Position reports to the Chief Executive Officer (CEO)

Supervision Exercised

No direct supervision exercised. Manages all web-related contractors.

Job Summary
The Web Director (WD) at Osprey Packs is responsible for overall strategic planning, development and management of the company’s websites.  Leveraging a well-established history of web activity the WD will lead the next phase of web presentation including full ERP integration and utilizing progressive web practices. The WD will be primarily responsible for next generation site development of Osprey’s three current websites: consumer marketing and education, pro-deal sales to outdoor professionals and retail-partner support. The WD will also be responsible for other web-based activities across Osprey and other web opportunities as they arise.

Principal Duties and Responsibilities include the following; other duties as assigned:

The specific responsibilities of Osprey’s Web Director are varied and far-reaching:

Website Planning and Strategy

  • Research, write and consensus-build a Business Plan for the expansion of Osprey’s primary sites: consumer, pro-deal and outdoor industry
  • Maintain full understanding of Osprey’s software, hardware and network platforms as they relate to web support
  • Research and reflect the needs and interests of Osprey’s web partners (Team Members, consumers, reps, retailers, distributors, creative community, public relations and social media)
  • Ensure all strategic, business and operational requirements are reflected in the final Web Plan for Osprey

Website Development and Launch

  • Execute Business Plan to ensure a successful and timely launch of Osprey’s websites
  • Determine order and priority of website introductions
  • Create and manage all website budgets and timelines
  • Research, select and manage external web contractors as required
  • Determine optimal website architecture based on Osprey technology platforms
  • Develop page design and aesthetics (with Creative Team), site navigation and functionality to achieve strategic, industry and cultural web goals
  • Establish SEO goals, strategies and metrics; implement plan to ensure targeted traffic growth and optimization
  • Develop website security plan, practices and documentation
  • Extensive internal collaboration with many Osprey departments to ensure mutual strategic and operation goals are met
  • Overall project and site leadership through all phases of development and introduction

Ongoing Website Management

  • Ensure all aspects of Osprey’s websites are operational and serving their role
  • Ongoing website maintenance and enhancement
  • Regular consumer site navigation and functionality review to ensure best possible web experience
  • Respond to and implement feedback on website improvement
  • Ensure all product and company information, copy, imagery and callouts are accurate and up-to-date through seasonal changes
  • Track and respond to site traffic metrics to ensure optimal experience and performance
  • Regular reporting to Web Team on analytic performance and recommendations for site improvement
  • Review industry and competitive websites to ensure best-in-class Osprey web experience
  • High awareness of progressive web techniques and consumer web behavior; reflect in future site development
  • Manage future re-launches of websites to continuous improvement and competitiveness
  • Lead internal Web Team

Sales and Marketing Support

  • Collaborate with Sales and Marketing Teams to ensure strategies and programs are reflected on websites
  • Support introductions of new product and promotional programs
  • Develop online marketing activities to broaden Osprey’s reach and message
  • Manage external partnership opportunities to expand the reach and traffic of the Osprey sites
  • Support and facilitate Osprey’s P2P commitments to retailers
  • Support localizing website content for use by worldwide distributors

Pro-Deal Website Support

  • Work closely with Direct Sales Representative (manages pro-deal program) to ensure high-level web support of industry professional sales
  • Coordinate seasonal product introductions and pro-deal marketing campaigns
  • Help establish pro-deal sales targets; track and report channel activity
  • Support seasonal forecasting and buying effort to ensure pro-deal website stock availability
  • Coordinate logistics with Operations Team to ensure order fulfillment requirements and standards are being achieved
  • Ensure best-in-industry pro-deal experience from consumer approval to shopping experience to product fulfillment

Other Web Activities

  • Responsible for future website and website marketing development (ex. Team Member and business partner intranet, production partner web communication, email campaigns, etc.)
  • Responsible for possible future app development
  • Support of possible future B2B (business-to-business) and trade web programs

 

The above is intended to describe the major responsibilities and requirements for this position.

It is not to be construed as an exhaustive statement of all duties, responsibilities or requirements.

Required Education and Experience

Candidates interested in the Web Director role must have a demonstrated mastery of all phases of website planning, development and management. Bachelor's degree from four‑year college or university; and a minimum of 3 years web-related real-life experience. Candidates should possess critical skills and abilities related to:

  • Web business plan analysis, creation and consensus-building
  • Project, timeline and budget management
  • Experience in successful selection and management of web contractors
  • Direct ecommerce and logistics experience to manage Osprey’s Pro Deal selling website
  • Deep knowledge of ERP and database-driven web platforms
  • Rich understanding of current and trending consumer web-based behaviors
  • Experience in search engine optimization (SEO), web code writing, image management, analytics, industry standards and other technical aspects of website creation, management and measurement
  • Advanced knowledge of HTML, DHTML, JavaScript, ASP.NET, SQL, MySQL, XML, CSS, XSLT, and popular content management systems (Drupal, Convio, Kintera, etc.)
  • Intermediate skills related to Adobe Photoshop, Image Ready CS, Flash MX or Professional, MS Office products, and Dreamweaver

Physical Ability—Level I  (Office) The Team Member will be expected to: work in an office environment for extended hours of sitting performing PC and other desk-related functions; lift 20 pounds overhead without assistance; perform physical activities involving extended periods of lifting, walking, standing reaching, and bending over (refer to HR Director for details of WorkSteps program).

Compensation and Benefits
Salary commensurate with experience. Participation in: group health plans, Paid Time Off (PTO) program, 3-days Position Specific PTO, 401k plan (eligibility after one year), all other benefits as described in current Team Member Manual.

Technology Issued
Company-issued mobile phone and data plan
Work station: Laptop and docking station

Required Meetings and Time/Travel
Participation in all Department and general company meetings/functions, and others relating to special assignments, as required.  Will be required to work outside of normal work hours or attend offsite training/business functions as needed. 

Location
This is a full time position based at the Osprey Headquarters in Cortez, Colorado U.S.A.

­­­­­­­­­­­­­­­­­­­­To Apply

Please submit an application with an optional cover letter, resume and salary expectations to hiring@ospreypacks.com (with “Web Director” as the subject line) or mail to Osprey Packs, Human Resources/WD, 115 Progress Circle, Cortez, CO 81321.

Application deadline: 9/30/2014

 

IT Support Specialist – Tier 1

Osprey Packs is the leading manufacturer of backpacks and travel gear. We’re located in southwest Colorado nestled in the corner of the rugged San Juan Mountains and on the edge of vast sandstone canyon country. Our mission for the last 40 years has been to create innovative, high-performance gear that reflects our love of adventure and our devotion to the outdoors. 

Job Status: Full-Time (40 hours; salary)

Supervision Received: Position reports to IT Director

Job Summary
This position is responsible for day to day and maintenance of the software and hardware platform of the company. This role is the first point of contact for all technical concerns.

Principal Duties and Responsibilities include the following; other duties as assigned:

Employee onboarding

Executes all Team Member IT onboarding tasks

  • Workstation setup including hardware, software and related maintenance
  • Configures Email account set up
  • New user creation
  • Phone setup deployment
  • Initial network setup

Software Admin/Maintenance

  • Responsible for the implementation and maintenance of all workstation software
  • Maintains companywide OS platform (Workstation & Mobile)
  • Performs virus, spyware and malware removal
  • Ensures software patches are continually updated and in good operating order
  • Assists in the development/installation of major company software initiatives
  • Maintains eFax functionality
  • Ensures company software is continually updated and in good operating order
  • Applies file share rights/security
  • Print server management
  • Reports and follows up on all Enterprise Resource Planning (ERP) issues / concerns           
  • Suggests ERP customizations
  • Configures and manages all company email accounts
  • Administers company exchange calendars, distribution, and address lists
  • Resolves all email issues: connectivity, bounce backs, etc.

Hardware Admin/Maintenance

  • Work with IT Support Specialist (Tier 2)/ Senior Systems Engineer to coordinate server and workstation level technology decisions
  • Coordinates with the Senior Systems Engineer for network moves/adds/changes
  • Responsible for implementation of all workstation software
  • Develops, maintains, and troubleshoots in-house phone system
  • Maintains and troubleshoots video conference equipment
  • Executes warranty troubleshooting and support
  • Deploys and maintains mobile devices
  • Deploys, maintains, and troubleshoots warehouse hand-scanners
  • Deploys, maintains, and troubleshoots warehouse workstation peripherals (scales, barcode scanners, etc.)
  • Ensures all major update/patches are applied correctly: service packs, hot fixes, etc.
  • Document sending
  • Locals Sale hardware setup/replacement
  • In-house tradeshow tech configuration
  • Install desktop peripherals

Companywide Support

  • First point of contact for all software, website problems, data discrepancies, and other IT issues
  • Works with all domestic and foreign Osprey offices to resolve day to day technology issues and concerns
  • Suggests software customizations that might provide a quick Return on Investment (ROI)
  • Generates in-house training tools to help users fully use existing technologies

 The above is intended to describe the major responsibilities and requirements for this position.

It is not to be construed as an exhaustive statement of all duties, responsibilities or requirements.

Primary Contacts:  Director of IT, HR Department, all Osprey staff as issues/projects require.  Active member of Osprey’s technology planning team.

Required Education and Experience

High school diploma or general education degree (GED) required; college level coursework or equivalent experience/certification preferred. A minimum of 2 years of progressively responsible IT Tech Support responsibilities is required. Effective oral and written communication skills and excellent interpersonal skills a must.  The qualified candidate must possess a strong hardware and software background as well as expert level problem solving skills.

Expert level experience required. 

OS: Microsoft: Windows 7, Vista, XP, Server 2008+ Apple: Mac OSX, iOS6&7, Android OS

Web: Internet Explorer, Firefox, Safari, Chrome, HTML, Java

Programs: Microsoft Excel, Access, Outlook, Power Point, Exchange, AD

Experience: ERP maintenance, small business workflow

Knowledge of these the following platforms preferred.

Database: SQL Server

Programs: Microsoft: Visio, Project, Lync, Adobe: Creative Suite

Experience: Networking Basics

Physical Ability—Level II (Physical) The Team Member will be expected to: perform physical activities involving extended periods of lifting, walking, standing, reaching, and bending over; lift 40 pounds overhead without assistance; work in an office environment for extended hours of sitting, performing PC and other desk-related functions.

Compensation and Benefits

Hiring range: $40,000-$48,000/year, depending on experience and qualifications.  Participation in: group health plans, Paid Time off (PTO) program, including (2) days of position-specific PTO (PSPTO), 401k plan (after one year), all other benefits as described in current Team Member Manual.

Technology Issued

Laptop Computer; Osprey issued mobile phone and data plan

Required Meetings and Time/Travel

Participation in all general company meetings/functions, and others relating to special assignments, as required.  May be required to work outside of normal work hours or attend offsite training/business functions.  After hours work is a common event in the IT department. Abnormal hours/late nights may be required to troubleshoot issues, repair problems, and install technology as required.

Location: This is a full time position based at the Osprey Headquarters in Cortez, Colorado U.S.A.

­­­­­­­­­­­­­­­­­­­­To Apply
Please submit an application with an optional cover letter and resume to hiring@ospreypacks.com (with “IT – Tier 1” as the subject line) or mail to Osprey Packs, Human Resources/Tier 1, 115 Progress Circle, Cortez, CO 81321.                                                                                                                      Application deadline: 9/23/2014

Customer Service Associate

 Job Status: Full-Time (40 hours; hourly)

 Supervision Received: Customer Service Manager

 Supervision Exercised: None

Job Summary

The Customer Service Associate (CSA) is an essential part of the Osprey Packs team as the individual is the first point of contact for visitors at our headquarters in Cortez. The CSA is responsible for being an ambassador for Osprey Packs in person, on the phone and via written communication. With direction from the Customer Service Manager (CSM), the CSA manages visitor activity at our Cortez campus, ensures that phone-calls and other communiques are routed appropriately, and adeptly fulfills duties contributing to the overall workflow and administrative needs of the organization.

 Principal Duties and Responsibilities include the following; other duties as assigned:

 Front Office/Reception

  • Provide exceptional service to Osprey Pack’s customers, visitors and Team Members (TMs), by promptly answering phone-calls and routing them as needed
  • Ensure the Reception office area is presentable and welcoming at all times
  • Greet guests and facilitate their visit by communicating with their Osprey Packs contact of their arrival, offer them water or other accommodations as appropriate in alignment with Osprey Packs’ culture
  • Provide pack-wall tours to visitors on a limited basis
  • Monitor supply of repair forms, mileage sheets and employment applications available in the Reception area
  • Assist customers with walk-in repair forms and notify Returns Department when items are ready to be processed
  • Process incoming and outgoing office mail; maintain postage machine and update catalog/postage log daily
  • Distribute faxes appropriately to TMs and departments
  • Manage and distribute front office deliveries

General Administrative Duties

  • Responsible for maintaining the supply of basic office supplies (paper, toner, pens, etc.) for the Cortez campus
  • Process supply orders for departments as requested, ensuring orders are charged to the appropriate General Ledger code
  • Send catalogs and stickers per requests from Customer Service
  • May Initiate and send e-mail confirmations for ProDeal orders
  • Send out office closure notices to Osprey business partners 
  • Assist the Executive and Legal Assistant with administrative projects as needed
  • Order and pick-up food and related supplies to meet department/event needs
  • May assist with compiling material for monthly newsletter and processing employment applications

Customer Service & Dealer Service back up

  • Back up current Dealer Service and Customer Service staff
  • Field end-user product inquiries, both phone and e-mail based, including topics of product fit and sizing
  • Process orders via email, phone and fax
  • Back up Dealer Service Reps with order entry and preseason modifications
  • Maintain full working knowledge of entire product line 
  • Travel Fleet & Demo Program– responsible for the management of internal travel fleet and participate with the processing and follow-up related to Osprey’s Demo Program

 Special Projects:

  • Dealer mailings, update selling documents, website monitoring, and utilization of Constant Contact

 The above is intended to describe the major responsibilities and requirements for this position.

It is not to be construed as an exhaustive statement of all duties, responsibilities or requirements.

 Required Education and Experience: 

High school diploma or general education degree (GED) required; college level coursework or degree preferred. A minimum of 3 years of progressively responsible customer service experience is required; prior outdoor retail or sales experience preferred. Effective oral and written communication skills and excellent interpersonal skills a must. Proficiency in Microsoft Office Suite and use of multi-line phone system. Self-motivated and ability to work independently. 

 Physical Ability—Level I  (Office) The Team Member will be expected to: work in an office environment for extended hours of sitting performing PC and other desk-related functions; lift 20 pounds overhead without assistance; perform physical activities involving extended periods of lifting, walking, standing reaching, and bending over.

 Compensation and Benefits:

Hiring range - $13.00 - $14.00/hr, depending on experience and qualifications.  Participation in: group health plans, Paid Time-Off (PTO) program, 401k plan (after one year), all other benefits as described in current Team Member Manual.

 Required Meetings and Time/Travel: 

Participation in all general company meetings/functions, and others relating to special assignments, as required.  May be required to work outside of normal work hours or attend offsite training/business functions. May participate in sales meetings and trade shows upon invitation. Participation in working Osprey’s semi-annual Locals’ Sale.  

Technology Issued

Desktop P.C., Cisco Phone System with headset

 Location

This is a full time position based at the Osprey Headquarters in Cortez, CO U.S.A. 

­­­­­­­­­­­­­­­­­To Apply

Please submit an application with an optional cover letter and resume to hiring@ospreypacks.com (with “CSA” as the subject line) or mail to Osprey Packs, Attn: Human Resources - CSA, 115 Progress Circle, Cortez, CO 81321.

Application deadline: 9/23/2014

 

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