Customer Experience Manager: Lead, Coach & Optimize Service

Evenlite Inc; False Pass (AK); On-site; USD 85,000 - 110,000; Full time

Job summary

Evenlite Inc. is seeking a Customer Service Manager to lead a high-performing team and deliver an exceptional customer experience.

You will partner with Sales, Operations, Engineering, Supply Chain, Production and Accounting to ensure accurate, timely, and professional support across the customer journey. The role emphasizes coaching, talent development, and process optimization to improve service levels, KPIs, and customer satisfaction.

Qualifications

• Demonstrated leadership of a customer service team.
• Ability to coach and develop staff for performance improvement.
• Strong collaboration across Sales, Operations, Engineering, and Finance.

Responsibilities

• Lead, mentor, develop, and inspire a team of Customer Service Representatives while fostering a culture of accountability, collaboration, continuous improvement, and exceptional customer service.
• Recruit, interview, hire, onboard, and retain top customer service talent.
• Establish clear performance expectations, conduct regular coaching sessions, provide timely feedback, and complete performance evaluations that support employee growth and development.
• Develop employee capabilities through cross-training, career development planning, succession planning, and ongoing skills enhancement.
• Manage staffing levels, schedules, workload distribution, vacation coverage, and departmental resources to ensure business continuity and service excellence.
• Monitor daily departmental activity to ensure customer inquiries, quotations, orders, complaints, returns, and service requests are handled accurately, professionally, and within established service level expectations.
• Serve as the primary escalation point for complex customer concerns, partnering with internal departments to resolve issues quickly while strengthening customer relationships.
• Analyze customer trends, service metrics, order accuracy, response times, backlog, and customer satisfaction data to identify opportunities for improvement.
• Establish, monitor, and continuously improve departmental KPIs, service level agreements (SLAs), and quality standards.
• Conduct regular quality reviews of customer interactions including emails, phone calls, and other customer communications to ensure consistency, professionalism, and adherence to company standards.
• Develop and maintain departmental procedures, work instructions, knowledge base articles, and standardized processes to improve consistency, efficiency, and training effectiveness.
• Identify process improvement opportunities and lead initiatives that improve prod

Skills

Leadership

People management

Customer service

Cross-functional collaboration

Coaching

Process improvement

Job description

Evenlite Inc. is seeking a Customer Service Manager to lead a high-performing team and deliver an exceptional customer experience.

You will partner with Sales, Operations, Engineering, Supply Chain, Production and Accounting to ensure accurate, timely, and professional support across the customer journey. The role emphasizes coaching, talent development, and process optimization to improve service levels, KPIs, and customer satisfaction.