Kaspar Outdoors

Job Description: Customer Experience Manager

Are you passionate about elevating customer satisfaction through operational excellence?

Do you enjoy leading high-performing teams in dynamic sales environments?

Is your leadership style rooted in collaboration, strategy, and a customer-first mindset?

Do the values of stewardship, versatility, and family resonate strongly with you?

Do you find the improvement of people’s lives through stewardship of God-given resources inspiring?

Then Kaspar Outdoors is right for you!

Customer Experience Manager Job Summary

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.

Customer Experience Manager 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.

Customer Experience Manager Skills and Competencies

• 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.

Customer Experience Manager Qualifications

• 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.

• Experience in the hospitality or concierge industry preferred.

Work Environment

This role operates in a professional office environment with periodic interaction across departments and occasional presence on the production floor.

Benefits

• Health Insurance

• Vision Insurance

• Dental Insurance

• 401k

• Paid Time Off

• Profit Sharing

• Counseling