Customer Experience 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

1. Supervise designated employees in the Customer Experience Department. This position is responsible for coaching and motivating the CE team and ensuring that all team members adhere to appropriate procedures, turnaround times, and policies. Supervisory duties include selecting new employee talent that fits the culture and succession planning needs, creating action plans and performance evaluations, coaching and mentoring for career development, authorization of timecards, and involvement in corrective actions and problem solving. In addition:

a. Be approachable and accessible to the team during standard business hours. b. Ensure maximum team productivity
c. Action planning and performance evaluations
d. Career development of team members

2. Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues.

a. Act as contact for delayed orders and manage the back-order process.

3. Effectively recruit, hire, train, and retain talented members of the Customer Experience Team.

a. Ensure delivery of world class customer experience to our customers and uphold team standards for quality assurance and continuous improvement.
b. Develop training sessions for the team.

4. Provide dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices.

a. Support customer order fulfillment by working closely with a cross functional team including Sales Support, Regulatory Affairs, Logistics, and Planning to ensure that all transactions and processes meet external compliance and regulatory requirements.

5. Maintain a working knowledge and understanding of, and serve as a resource to the Customer Experience team on:

a. Kalsec competitors across product lines
b. Customer segmentation and service support
c. Shipping requirements and processes; country specific import requirements; Inco term guidelines; harmonized tariff classifications (in collaboration with Logistics for up-to-date information)
d. Kalsec' s Sales & Marketing strategies in global markets

6. Independently identify system, workflow, and process improvements to enhance the team's efficiencies.

7. Provide support as directed. Including but not limited to:

a. Participating as needed in the Customer Experience Survey and presenting solutions to close gaps and enhance customer support based on the data received.
b. Leading assigned projects
c. Successfully leading company & departmental initiatives with the team
d. Identifying appropriate metrics for the CE team and measuring performance and quality against these standards.
e. Provide support to management in the event of a recall or other customer communications.

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
• Experience working in an ERP
• Minimum of 3 years working with Salesforce or similar software
• 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

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.