Customer Service Manager

About Xenon Arc

At 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

Exempt

Reports to

VP, Operations

Essential Job Duties

• Lead, coach, and mentor a team of customer service representatives
• Foster a positive and collaborative team culture, encouraging continuous improvement
• Develop and implement strategies to enhance overall customer satisfaction
• Analyze customer feedback and implement improvements based on findings
• Evaluate and streamline customer service processes to improve efficiency and effectiveness
• Work closely with cross-functional teams to address customer issues and implement solutions
• Provide ongoing training to customer service representatives to ensure a high level of product and service knowledge
• Identify training needs and develop programs to address skill gaps
• Establish key performance indicators (KPIs) and monitor team performance against set benchmarks
• Conduct regular performance reviews and provide constructive feedback to team members
• Allocate resources efficiently to meet customer service goals
• Manage staffing levels to ensure adequate coverage during peak periods
• Liaise with other departments to address customer issues and improve overall customer experience
• Communicate effectively with customers and internal stakeholders to resolve complex issues
• Ensure that the customer service team complies with company policies, procedures, and industry regulations

Basic Qualifications

• Bachelor’s degree in business administration or management with relevant work experience in a customer service role
• Proven experience working as a Customer Service Lead, Retail Manager or Assistant Manager, required
• Proven experience in a people management role, with a track record of success in leading and developing high-performing teams
• Intermediate proficiency using Microsoft Office Suite is required. Experience with CRM software and/or D365, a plus!
• Excellent verbal and written communication skills to ensure effective communication with direct reports, customers, and internal teams
• Demonstrated ability to effectively collaborate with internal and external teams across different departments to achieve common objectives
• Strong analytical and problem-solving skills to identify issues, develop solutions, and make data-driven decisions
• Ability to maintain professionalism and integrity while navigating challenging customer interactions, ensuring a positive representation of the Company
• Ability to multitask and prioritize tasks in a fast-paced environment
• Strong team player; motivated and extremely customer centric

Benefits:

• 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 & Commitments

• Full-time, permanent
• Reports to office HQ in Bellevue, WA
• Work Schedule: 4 days in-office, 1 day work from home

Physical Demands

• Must be able to remain in a stationary position
• Must be able to operate a computer

Travel Required

Minimal (up to 10%)

Equal Employment Opportunity Statement

It 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.

Other Duties

Please 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.