Supervisor - Customer Experience

The Supervisor, Customer Experience is a frontline people-leadership role responsible for the daily performance,

development, and engagement of a customer-facing Customer Experience team. The Supervisor translates

departmental priorities into clear team execution, ensures service and quality standards are met, and supports

timely resolution of customer and employee issues.

Job Responsibilities

• Lead daily operations for an assigned Customer Service, Premier, Order Management, or Value-Added Services team.
• Set clear expectations, communicate goals and deadlines, and monitor attendance, staffing coverage, productivity, quality, and service levels.
• Coach and develop team members through regular feedback, one-on-ones, quality reviews, and documented performance conversations.
• Support hiring, onboarding, training, cross-training, and individual development plans in partnership with the Manager.
• Handle customer escalations and complex employee or operational issues, resolving them within established policies and escalating when appropriate.
• Review team metrics and prepare regular performance updates, identifying corrective actions and improvement opportunities.
• Ensure accurate use of order entry, CRM, phone, email, chat, and other customer support systems and processes.
• Partner with Sales, Pricing, Credit, Warehouse, Inventory, IT, and other teams to resolve customer and order issues.
• Maintain compliance with company policies, service standards, documentation requirements, and applicable procedures.
• Perform other duties as assigned.
  
  

Skills/Competency Requirements

• Demonstrated ability to lead, coach, and motivate frontline customer experience employees. Strong written and verbal communication skills with the ability to give clear direction and constructive feedback.
• Working knowledge of customer service, order management, and customer escalation practices.
• Ability to use productivity, quality, and service metrics to identify issues and improve team results.
• Strong organization and time management skills with the ability to manage changing priorities.
• Ability to remain calm, respectful, and solution-oriented under pressure.
• Sound judgment, accountability, and willingness to address performance and policy issues promptly.
• Proficiency with Microsoft Office and relevant customer service, CRM, telephone, and order-management systems.
• Ability to build effective relationships across Customer Experience and cross-functional teams.