Supervisor, Customer Experience

About the role

At Panduit, we offer a career where your contributions directly impact our customers, the environment, and our company’s success. You’ll have the opportunity to grow, innovate, and be part of an inclusive team that celebrates both individual and collective achievements. As a Supervisor, Customer Experience, you will lead and develop a high-performing team of Customer Experience Advocates dedicated to delivering seamless, customer-centric service. You will drive operational excellence by resolving complex customer issues, optimizing processes, and ensuring service, quality, and productivity goals are met.

Responsibilities

• Lead, coach, and develop a team of Customer Experience Advocates, fostering engagement, accountability, performance, and a customer-first culture.
• Provide ongoing performance feedback, career development, and coaching to help team members expand their expertise, grow into subject matter experts, and achieve individual and team goals.
• Guide team members through evolving business processes, systems, and priorities, promoting adaptability and supporting successful change adoption.
• Build strong cross-functional relationships to ensure seamless customer support, operational alignment, and effective resolution of customer issues.
• Monitor and analyze performance metrics, customer trends, and operational results to support data-driven decision-making and continuous improvement initiatives.
• Resolve complex customer escalations, identify root causes, and implement process improvements that enhance customer outcomes and operational efficiency.
• Train and mentor team members on systems, tools, reporting requirements, and operational best practices while collaborating with stakeholders across the fulfillment network to drive continuous improvement.

Requirements

Education: Associate's Degree required; Bachelor's Degree preferred or relevant equivalent experience in lieu of degree.

Experience: 5-7 years of customer service, customer experience, contact center, or related leadership experience, including direct people management responsibilities.

Skills

• Customer Service
• Leadership
• Coaching and Development
• Relationship Building
• Interpersonal Communication
• Collaboration
• Change Management
• Problem Solving
• Performance Management
• Reporting and Analytics
• Continuous Improvement
• Customer Escalation Management

Preferred Technical Skills: Experience utilizing Microsoft Dynamics CRM, Oracle Fusion ERP, and Microsoft Office Suite (Excel, Word, PowerPoint) to manage customer interactions, analyze performance trends, support reporting, and drive operational decision-making.

Benefits

• Competitive pay and a robust Total Rewards Program that includes health and financial benefits.
• Flexible work options to help achieve work-life balance (this role requires in-office presence 50% of the time, schedule based on manager's discretion).
• Generous time off, including vacation, sick days, holidays, and a volunteer day.
• 401(k) match and profit sharing.
• Abundant growth and development opportunities.
• Parental leave.

Pay

The expected annual base salary range for this role is $70,000 - $90,000. Salaries are based on candidate skills, experience, qualifications, as well as market and business considerations.

Schedule

Day shift. This role requires an in-person interview as part of the hiring process.