Customer Experience Supervisor

About the role

The Customer Experience Team Supervisor oversees a Customer Experience team (CXR’s) who are located at one or more of our office locations or who operate remotely. This role is expected to lead, train, support and mentor their team to efficiently manage the Order to Cash process (Order Management).

Responsibilities

• Answer telephone and emails responding to both customer and internal employee’s needs.
• Build effective communication lines and relationships with their team, sales team and sales VP(s) and customers to develop a good understanding of how to support their needs.
• Order processing and customer inquiries as required. This includes communication to customers and sales team on order updates and status changes to their orders.
• Performs month end shipment tracking along with reservations and confirmations.
• Troubleshoots when any customer issues are communicated, empowering to decide upon a resolution to the problem and follow through and handles escalation needs and calls.
• Communicates with and builds a team relationship with the Sales Representatives that you are assigned to support.
• Communicates with Credit department to ensure urgent orders are released from credit hold.
• Handles customer complaints including documentation, disposition, root cause, corrective and preventative action.
• Continuously strives to create efficiencies and improvements in Customer Service Processes.
• Affords training, coaching, and mentoring CXRs on their team.
• Manages team member workload, attendance/time off, and performance reviews.
• Affords assistance in training, coaching, and mentoring CXRs on their team.
• Affords assistance in applying and developing best practices in our customer service processes.
• Affords assistance in rollout and training of new systems and processes.
• Performs other functions of the customer service department as needed.
• Builds effective communication lines with supply chain, logistics and the sales team.

Requirements

• Significant Customer Service or related Experience required, minimum 5 Years’ Experience with 10 preferred.
• Management/Leadership experience of at least 3-5 years required.
• 4 year College degree (exceptions with extensive on the job experience).
• Experience with order entry into a ERP system.
• Knowledge of freight terms and chemical packaging a plus.
• Good PC hardware and MS Office software skills, especially with excel.