Customer Experience Supervisor

As a Customer Experience Supervisor you will be responsible for leading a dynamic team and driving exceptional customer engagement. Your leadership will directly impact our commitment to delivering unparalleled customer satisfaction and shaping the future of our customer interactions. You will play a key role in executing strategies that enhance customer loyalty and retention while fostering a culture of continuous improvement through data-informed practices and industry-leading service standards.

Responsibilities:

Performance-Driven Leadership & ; Team Leadership:

• Lead coach and motivate a team of customer experience representatives 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
• Fost a culture of accountability collaboration and continuous improvement

Operational Excellence and Continuous Improvement

• Oversee day-to-day customer experience operations to ensure adherence to standard operating procedures policies and service standards.
• Identify operational gaps inefficiencies and reoccurring issues and lead corrective and preventative improvement actions in partnership with regional leadership.
• Support implementation and adoption of new processes systems or tools to improve service efficiency consistency and scalability.
• Collaborate closely with supply chain manufacturing logistics sales and quality teams to resolve systemic issues impacting customer experience.

Customer-Centric &; Data-Driven Decision Making

• Champion a customer first mindset across the team 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 support regional resource planning.
• Provide regular structured insights to management on customer experience trends risks and service performance.

Training and Development:

• Lead onboarding ongoing training and skill development for customer experience 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:

Education:

• Bachelors degree in a relevant field such as Business Administration Supply Chain Management or related discipline or equivalent relevant experience in customer service or sales support

Experience:

• Minimum 8 years experience in customer service or supply chain roles within a manufacturing environment with demonstrated focus on supporting high-value customers.
• At least 3 years experience leading and managing teams.

Skills Competencies

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