Customer Experience Supervisor

Principal Duties and Responsibilities The responsibilities include the following (other duties may be assigned):

• Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity.

+ Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth. + Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials. + Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution. + Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction. + Support the organization's transition from a traditional customer service model to a proactive, end-to-end customer experience approach. + Perform system and regression testing related to customer service processes and workflows to ensure system accuracy and functionality. + Coordinate and submit help desk tickets for system or equipment issues impacting team performance and follow through to resolution. + Monitor Microsoft Dynamics 365 (D365) data and system queries to identify errors and implement corrective actions, ensuring order-to-invoice accuracy and operational efficiency. + Collaborate cross-functionally with Sales, Accounts Receivable, Operations, and Distribution teams to ensure a seamless and consistent customer experience. Qualifications Experience and Education Required

• Minimum of 3-5 years of experience in customer service or customer support roles
• At least 2 years of experience in a lead or supervisory role.
• Demonstrated experience handling escalated customer issues and resolving complex service challenges.
• Experience working with CRM or ERP systems and customer service platforms. Education and Experience Preferred
• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 5+ years of direct supervisory experience in a customer service or customer experience environment.
• Experience in a manufacturing or distribution environment.
• Experience with Microsoft Dynamics 365 (D365) or similar ERP systems.
• Prior experience leading process improvement initiatives or participating in continuous improvement programs. Specific Knowledge, Skills, and Abilities Required
• Strong understanding of customer service principles, customer experience strategies, and service recovery techniques.
• Ability to lead, motivate, and develop a team.

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