Kaspar Outdoors: Customer Experience Manager

Description

 Position Summary: 

We are seeking a highly motivated and experienced Customer Experience Manager to lead and support our inside sales and customer service teams. This role is responsible for managing day-to-day operations, driving inside sales performance, ensuring exceptional customer experiences, and fostering a culture of accountability, proactive communication, and continuous improvement. 

Key Responsibilities: 

• Team Leadership: 
• Supervise, coach, and develop a team of inside sales and customer service associates. 
• Set clear performance expectations and provide consistent feedback through one-on-ones and performance reviews. 
• Foster a positive, collaborative, and performance-driven team environment. 
• Sales Management: 
• Oversee and monitor inside sales KPIs, including order entry accuracy, dealer and rep support, and outbound engagement. 
• Support the sales team with timely product knowledge, pricing strategies, and proactive customer outreach. 
• Collaborate with outside sales, marketing, and operations to align goals and drive revenue growth. 
• Customer Service Excellence: 
• Ensure timely, professional, and solutions-focused responses to customer inquiries, orders, complaints, and returns. 
• Identify recurring customer issues and lead initiatives to enhance satisfaction and streamline processes. 
• Maintain and enforce service level standards, ensuring target response and resolution times are met. 
• Process & Systems: 
• Oversee order entry workflows, retail ECOM activity, pricing accuracy, and ERP data entry. 
• Develop and maintain SOPs for inside sales and customer service operations. 
• Monitor and report on departmental metrics; recommend and implement improvements. 
• Cross-Functional Collaboration: 
• Partner with finance, logistics, and production to ensure accurate and timely order fulfillment and billing. 
• Work closely with marketing on promotions, product logistics, customer communications, and order-related initiatives. 

Qualifications: 

• 3–5+ years of experience in inside sales or customer service, including at least 2 years in a leadership role. 
• Strong interpersonal and communication skills, both written and verbal. 
• Proven track record of motivating and managing high-performing teams. 
• Familiarity with CRM and ERP systems (e.g., Syteline, Salesforce, SAP). 
• Strong problem-solving, organizational, and time-management skills. 
• Experience in the hospitality/concierge industry. 

Preferred Competencies: 

• Customer-first mindset with a passion for building lasting relationships. 
• Analytical thinker with the ability to interpret data and drive performance improvements. 
• Adaptable and comfortable working in a fast-paced, evolving environment. 
• Enthusiastic team player with a proactive, solution-oriented approach.