Customer Experience Supervisor

About the role

Serve as a working supervisor within the Customer Experience team, balancing direct people leadership with hands-on responsibility for order entry and service execution for assigned key accounts. This role leads, coaches, and supports team members while also actively managing customer orders, service requests, and issue resolution to ensure customer needs remain a top priority.

Key responsibilities

• Coach and motivate the CE team and ensure that all team members adhere to appropriate procedures, turnaround times, and policies
• Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues
• Provide dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices
• Independently identify system, workflow, and process improvements to enhance the team's efficiencies
• Participate as needed in the Customer Experience Survey and present solutions to close gaps and enhance customer support based on the data received
• Identify appropriate metrics for the CE team and measure performance and quality against these standards
• Provide support to management in the event of a recall or other customer communications
• Lead assigned projects and initiatives

About you

• Bachelor's degree preferably in business or related discipline
• Minimum of 3 years leadership/direct report experience, with 5-7 years related customer service experience
• Experience working in an ERP
• Minimum of 3 years working with Salesforce or similar software
• Capacity to navigate ambiguity, and make independent decisions in line with departmental processes
• Effective organizational skills
• Interpersonal skills, with a strong ability to communicate in written and verbal forms
• Customer focused (external and internal)
• Ability to succeed in a dynamic, fast-paced work environment
• Ability to thrive in a cross-cultural work environment
• Solution oriented
• Tactful, and skilled in conflict resolution and team building

This job description is not intended to cover every detail or every aspect of the job identified. Other duties may and will be assigned based upon the workload and needs of the department.