Customer Service Manager

About Xenon ArcAt Xenon arc, we're transforming how producers connect with their customers.We partner with leading companies"”ranging from industrial chemical manufacturers to global food ingredient providers"”to solve complex challenges in reaching and serving hard-to-access markets. By acting as an extension of our clients' brands, we help them grow sales, optimize operations, and embrace digital transformation.Our teams bring technical expertise, innovative digital tools, and a customer-focused approach to drive exceptional results. We don't just distribute products"”we create solutions that strengthen client-customer relationships and build lasting success.The Customer Service Manager is responsible for overseeing and managing the customer service department to ensure exceptional customer experiences. This role involves developing and implementing strategies to enhance customer satisfaction, leading a team of customer service representatives, and collaborating with other departments to improve overall customer support processes.FLSA Classification ExemptReports toVP, OperationsEssential Job DutiesLead, coach, and mentor a team of customer service representativesFoster a positive and collaborative team culture, encouraging continuous improvementDevelop and implement strategies to enhance overall customer satisfactionAnalyze customer feedback and implement improvements based on findingsEvaluate and streamline customer service processes to improve efficiency and effectivenessWork closely with cross-functional teams to address customer issues and implement solutionsProvide ongoing training to customer service representatives to ensure a high level of product and service knowledgeIdentify training needs and develop programs to address skill gapsEstablish key performance indicators (KPIs) and monitor team performance against set benchmarksConduct regular performance reviews and provide constructive feedback to team membersAllocate resources efficiently to meet customer service goalsManage staffing levels to ensure adequate coverage during peak periodsLiaise with other departments to address customer issues and improve overall customer experienceCommunicate effectively with customers and internal stakeholders to resolve complex issuesEnsure that the customer service team complies with company policies, procedures, and industry regulationsBasic QualificationsBachelor's degree in business administration or management with relevant work experience in a customer service roleProven experience working as a Customer Service Lead, Retail Manager or Assistant Manager, requiredProven experience in a people management role, with a track record of success in leading and developing high-performing teamsIntermediate proficiency using Microsoft Office Suite is required. Experience with CRM software andor D365, a plus!Excellent verbal and written communication skills to ensure effective communication with direct reports, customers, and internal teamsDemonstrated ability to effectively collaborate with internal and external teams across different departments to achieve common objectivesStrong analytical and problem-solving skills to identify issues, develop solutions, and make data-driven decisionsAbility to maintain professionalism and integrity while navigating challenging customer interactions, ensuring a positive representation of the CompanyAbility to multitask and prioritize tasks in a fast-paced environmentStrong team player; motivated and extremely customer centricBenefits:We offer competitive benefits: 2 medical plan offering generous employer contributions, 100% employer paid dental, and vision for employees, a 401k with company match, free parking options, and paid holidays, vacation & sick time!Location & CommitmentsFull-time, permanentReports to office HQ in Bellevue, WAWork Schedule: 4 days in-office, 1 day work from homePhysical DemandsMust be able to remain in a stationary positionMust be able to operate a computerTravel RequiredMinimal (up to 10%)Equal Employment Opportunity StatementIt is the policy of Xenon arc to grant equal employment opportunity to all applicants and employees without regard to race, color, national origin, ethnicity, marital status, parental status, disability, veteran status, age, religion, political affiliation, gender, sex, gender identity, or sexual orientation. It is the intent and desire of Xenon arc that equal employment opportunity will be provided in all phases of the employment relationship. Xa is a Title VII employer and strictly prohibits any type of discrimination or harassment based on any of the characteristics mentioned above. Employment opportunities and pay are and shall be open to all qualified applicants solely based on their experience, skills, and abilities. "#LI-DNI"Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Created: 2025-02-21