Supv Customer Solutions

About the role

We’re thrilled that you are exploring career opportunities where you can continue to make a positive difference every day to keep our communities healthy, fed, clean and safe. The Customer Solutions Supervisor will be responsible for frontline supervision, coaching, and managing of a Customer Solutions team to deliver an exceptional customer experience. You will develop and maintain strong professional relationships with customers, sales teams, and internal supply chain partners as well as external service/supply partners to accomplish the mission.

As a supervisor, you will lead the development of partnerships, build trust and credibility for long-term business growth, measure and focus on business profitability, and uphold the company's goals of safety, compliance, and code of conduct.

Responsibilities

• Actively supervise and develop the team, including interviewing, onboarding, training, and reviewing performance, as well as day-to-day monitoring of team performance.
• Work closely with various departments (purchasing, credit, Inside Sales, plants) to resolve escalated order issues and delays.
• Manage workload for the team, review monthly NPS scores, sales order counts, inbound and outbound calls, and redistribute work as necessary.
• Utilize metrics to drive team success and align with business goals.
• Ensure departmental satisfaction by managing key business relationships and delivering value-added service while providing a positive and professional customer experience.
• Measure work through standard work audits, call scoring, side-by-side coaching, metric reviews, and the annual performance management process.
• Address performance gaps through coaching, corrective management, and performance improvement plans when necessary.
• Contribute expertise to improve systems and tools and participate in SAP testing.
• Maintain a positive and productive team.
• Maintain high Net Promoter Scores.

Requirements

• Bachelor’s Degree in Business, Marketing, or related field preferred.
• 5+ years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred.
• Demonstrated experience leading a team to execute goals and objectives.
• Proficiency with SAP (or other ERP systems) and Salesforce experience required.
• Proficiency with MS Office Suite.
• Strong commitment to the highest level of customer satisfaction with the ability to nurture relationships with customers and sales teams.
• Excellent communication skills.
• Expertise in coaching, team building, and motivational skills.
• Strong organizational and time management skills.
• Ability to prioritize, problem-solve, and multi-task.
• Ability to work independently as well as assist team members in processing more complex issues.
• Approachable, open to new ideas, self-driven, committed to success, and eager to lead when no clear direction is given.

About Us

It takes people like you and a global network of more than 9,500 employees to build a company where the best people want to work. As a valued Univar Solutions employee, you understand that we are more than a distribution company. From delivering vital ingredients for food and nutrition to helping keep drinking water safe, our company is dedicated to improving quality of life with our customers, suppliers, and partners as we serve the world’s most essential industries.

We are committed to a diverse workforce and a culture of inclusion. Together, we are building a culture that acknowledges the unique experiences, perspectives, and expertise of individuals and provides development and growth opportunities to empower us to redefine our industry.