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 in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and reporting/analytics tools.
• Ability to analyze data, identify trends, and translate insights into actionable improvements.
• Ability to collaborate effectively with cross-functional teams, including Sales, Operations, Finance, and Distribution.
• Adaptability and willingness to embrace change and support system/process enhancements.

Reasoning Ability

• Ability to define problems, collect and interpret data, establish facts, and draw valid conclusions.
• Ability to manage complex customer situations by evaluating multiple variables and determining the most appropriate course of action.
• Capable of balancing customer needs with business objectives to make sound, timely decisions.
• Ability to develop and implement practical solutions to improve processes, efficiency, and customer satisfaction.
• Strong critical thinking skills with the ability to anticipate issues and proactively address them.

Certificates, Licenses, and Registrations

• None Required

Physical Demands

The physical demands described here are representative of those required to successfully perform the role's essential functions. Reasonable accommodations will be made for individuals with disabilities.

• Prolonged periods of sitting at a desk and working on a computer.
• Walking through office and manufacturing environments, using appropriate personal protective equipment.
• Ability to climb stairs, bend, stoop, and lift or move up to 50 pounds.
• Standing, reaching, talking, seeing, hearing, and writing as part of day-to-day activities.

Work Environment

The work environment is representative of those an employee would encounter in a normal office environment position with some exposure in the manufacturing and distribution center environments. This position could travel up to 10% of the year, depending upon business needs.

Key Performance Indicators (KPIs)

• Timeliness and effectiveness of issue resolution, including escalation turnaround time.
• Volume and trend of customer complaints and successful resolution rates.
• Team productivity and service level adherence.
• Employee engagement and retention within the customer service team.
• Adoption and effectiveness of process improvements and system enhancements.
• Data accuracy and quality within CRM/ERP systems.
• Cross-functional stakeholder satisfaction with customer service support.

• Job Identification 14077
• Job Category Sales Support / Customer Service
• Job Schedule Full time
• Job Shift Day
• Locations 7625 Thorndike Rd, Greensboro, NC, 27409, US (Remote)