JOB SUMMARY:

The Customer Experience Supervisor leads and supports a team of Customer Experience Representatives and/or Project Coordinators to ensure exceptional service delivery, operational accuracy, and customer satisfaction. This role is responsible for coaching teammates, monitoring performance, improving processes, and ensuring effective coordination across departments. The Supervisor works under limited supervision, applies strong leadership and problem-solving skills, and serves as a key escalation point for complex customer or project issues.

ESSENTIAL/PRIMARY DUTIES:

Supervises daily activities of assigned team, providing direction, coaching, and performance feedback.
Ensures timely and accurate processing of customer orders, project coordination tasks, and service requests.
Monitors workload distribution, productivity, and service levels to meet departmental and organizational goals.
Serves as escalation point for complex customer concerns, project issues, and cross-functional coordination challenges.
Reviews and analyzes performance metrics, quality standards, and customer satisfaction indicators to identify improvement opportunities.
Partners with internal departments (sales, logistics, operations, finance, etc.) to ensure seamless order fulfillment and project execution.
Ensures compliance with company policies, procedures, and applicable regulatory or quality standards.
Supports onboarding and training of new teammates and ongoing skill development of existing staff.
Drives continuous improvement initiatives, process optimization, and adoption of operational best practices.
Supports implementation of company production or operational system principles and departmental initiatives.

SECONDARY DUTIES:

Participates in cross-functional projects and strategic initiatives.
Assists with reporting, audits, and documentation reviews.
Contributes to workforce planning, scheduling, and staffing recommendations.
Supports departmental communication, knowledge sharing, and documentation updates.
Represents the team in meetings, customer interactions, or leadership discussions as needed.

EDUCATION and/or EXPERIENCE:

Associate degree in marketing, business, or related field and 3+ years of experience in customer service, project coordination, order management, or operations or equivalent combination of education and experience.

COMPETENCY and/or SKILL:

Strong leadership, coaching, and team-development abilities.
Advanced communication and conflict-resolution skills.
Solid analytical and problem-solving capabilities.
Proficiency with ERP, CRM, and business software systems.
Working knowledge of logistics, order management, and customer service processes.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
High attention to detail, organization, and follow-through.
Continuous improvement mindset with ability to identify and implement process enhancements.

SUPERVISORY RESPONSIBILITIES:

Leads and directs the work of other teammates and has full authority for personnel decisions.

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