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...