Customer Experience (CE) Supervisor

Job Summary
Serve as a working supervisor within the Customer Experience team, balancing direct people leadership with hands-on responsibility for order entry and service execution for assigned key accounts. This role leads, coaches, and supports team members while also actively managing customer orders, service requests, and issue resolution to ensure customer needs remain a top priority.

Essential Job Responsibilities:
Responsible for coaching and motivating the CE team and ensuring that all team members adhere to appropriate procedures, turnaround times, and policies
Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues
Provide dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices.
Independently identify system, workflow, and process improvements to enhance the team’s efficiencies.
Participating as needed in the Customer Experience Survey and presenting solutions to close gaps and enhance customer support based on the data received.
Identifying appropriate metrics for the CE team and measuring performance and quality against these standards.
Provide support to management in the event of a recall or other customer communications.
Lead assigned projects /initiatives

Education/Experience:
Bachelor’s degree preferably in business or related discipline
Minimum of 3 years leadership/direct report experience, with 5-7 years related customer service experience in similar industry
Experience working in an ERP
Capacity to navigate ambiguity, and make independent decisions in line with departmental processes
Effective organizational skills
Interpersonal skills, with a strong ability to communicate in written & verbal forms.
Customer Focused (external & internal)
Ability to succeed in a dynamic, fast-paced work environment
Ability to thrive in a cross-cultural work environment
Solution oriented
Tactful, and skilled in conflict resolution and team building

Working Location:
Senoko

This job description is not intended to cover every detail or every aspect of the job identified. Other duties may and will be assigned based upon the workload and needs of the department.