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.
experience
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