Kaspar Outdoors: Customer Experience Manager

Kaspar Outdoors•Bryan, TX

26d•Onsite

About The Position

The Customer Experience Manager plays a critical role in leading the inside sales and customer service teams. This position focuses on driving performance, enhancing customer satisfaction, and fostering a culture of proactive communication and continuous improvement.

Requirements

3–5+ years of inside sales or customer service experience.
Minimum 2 years in a leadership role.
Proficiency with CRM and ERP systems such as Syteline, Salesforce, or SAP.
Strong organizational, problem-solving, and time management skills.
Customer-first mindset with a focus on lasting relationships.
Analytical thinking with data-driven decision-making abilities.
Adaptable and solution-oriented in fast-paced environments.
Strong interpersonal and communication skills.
Team leadership and motivational abilities.

Nice To Haves

Experience in the hospitality or concierge industry preferred.

Responsibilities

Supervise, coach, and develop inside sales and customer service associates.
Set performance expectations and provide ongoing feedback through one-on-ones and performance reviews.
Oversee inside sales KPIs including order entry accuracy, dealer and rep support, and outbound engagement.
Provide product knowledge, pricing strategies, and proactive outreach support.
Ensure timely, professional responses to customer inquiries, complaints, and returns.
Identify and resolve recurring customer issues and streamline service processes.
Oversee order entry workflows, pricing accuracy, ERP data, and retail ECOM activity.
Develop SOPs and monitor departmental metrics for process improvement.
Collaborate cross-functionally with finance, logistics, production, and marketing.
All other duties as assigned by management.