Customer Experience Supervisor

Date: Sep 10, 2026

Location: Deer Park, TX 77536, United States

Company: Lubrizol Corporation

Job Type: Full‑time, On‑site (Monday‑Thursday in office, Fridays remote)

Shift: 1st Shift

About the Role

As a Customer Experience Supervisor you will lead a dynamic team of customer experience representatives, driving exceptional customer engagement and shaping the future of Lubrizol’s customer interactions. You will execute strategies that enhance loyalty and retention while fostering a culture of continuous improvement through data‑informed practices and industry‑leading service standards.

Responsibilities

• Lead, coach, and motivate a team to deliver consistent, high‑quality customer service outcomes.
• Set clear performance expectations aligned to business goals and drive accountability through regular coaching, feedback, and formal performance reviews.
• Monitor workload, capacity, and resource allocation to ensure timely order management and issue resolution.
• Act as an escalation point for complex or high‑impact customer issues, ensuring timely and professional resolution.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee day‑to‑day customer experience operations to ensure adherence to SOPs, policies, and service standards.
• Identify operational gaps, inefficiencies, and recurring issues; lead corrective and preventative actions in partnership with regional leadership.
• Support implementation and adoption of new processes, systems, or tools to improve service efficiency, consistency, and scalability.
• Collaborate with supply chain, manufacturing, logistics, sales, and quality teams to resolve systemic issues affecting customer experience.
• Champion a customer‑first mindset while balancing service expectations with regional capacity and operational constraints.
• Proactively identify customer risks and opportunities, escalating insights and recommendations to the Regional Customer Experience Manager.
• Translate customer feedback and performance data into actionable improvements and support regional resource planning.
• Use data, trends, and root‑cause analysis to drive continuous performance improvement and provide structured insights to management.
• Lead onboarding, ongoing training, and skill development for team members.
• Ensure team proficiency in products, order management, customer policies, and manufacturing and logistics fundamentals.
• Identify skill gaps and implement targeted coaching or development plans.
• Promote knowledge sharing and best‑practice adoption across the customer experience team.

Requirements

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related discipline or 10+ years of experience in customer service or sales support, with at least 5 years in leadership roles.
• 5+ years of experience in customer service or supply chain within a manufacturing environment, focusing on high‑value customers.

Skills

• Ability to analyze data and identify areas for improvement in customer service and order management.
• Strong communication skills for engaging with team members and stakeholders.
• Process‑oriented with a proactive approach to problem‑solving and continuous improvement.
• Familiarity with Lubrizol’s product portfolio and applications.
• Experience in customer engagement and service optimization.
• Competency in SAP S/4HANA (Order‑to‑Cash modules) and Microsoft Power BI for basic data visualization.
• Understanding of global operations and supply chain networks within a complex organizational structure.
• Fluency in English and the local language, both written and verbal.

Preferred Qualifications

• Experience in the manufacturing or chemical industry.
• APICS Certification.
• Prior experience leading a team.

Work Environment

The role may involve standing, walking, or operating equipment for extended periods; occasional lifting or movement of materials; and use of computers and digital tools in an office or hybrid setting. When working in lab or manufacturing areas, appropriate personal protective equipment (PPE) is provided. Rigorous safety protocols and ergonomic standards are enforced. Reasonable accommodations are available to ensure an inclusive and accessible experience.

Benefits

• Competitive salary with performance‑based bonus plans.
• 401(k) match plus Age‑Weighted Defined Contribution.
• Comprehensive medical, dental, and vision coverage.
• Health Savings Account (HSA).
• Paid holidays, vacation, and parental leave.
• Flexible work environment.
• Learning and development opportunities.
• Career and professional growth pathways.
• Inclusive culture and vibrant community engagement.

Schedule

Full‑time, on‑site Monday‑Thursday with remote work on Fridays. 1st shift hours.