Customer Experience Supervisor

Power/mation•Pewaukee, WI

1d•Onsite

About The Position

Power/mation is seeking a Customer Experience Supervisor for its Pewaukee, Wisconsin office. The supervisor executes the company’s Customer Experience strategy to support timely, accurate order processing, issue resolution, and exceptional customer service. The role develops and mentors a local team of approximately 20 Customer Experience professionals, collaborates across departments to streamline workflows, and builds relationships at key customer accounts. The position oversees day-to-day team operations and performance, including coaching, annual evaluations, salary recommendations, training, workforce planning, scheduling, workload balancing, resource allocation, staffing coverage, and timecard processing. It handles escalated customer inquiries and complaints, tracks service metrics, and implements improvements to service delivery and operational efficiency. The supervisor also coordinates monthly meetings with suppliers and staff, partners with Outside Sales to develop business at customer accounts, and keeps product and industry knowledge current through factory and related training and meetings with manufacturers. Travel to other sales offices and customers or vendors may be needed and is estimated at less than 10%.

Requirements

Ability to supervise and motivate a team in a high-volume, deadline-driven environment.
Understanding of distribution logistics and operations and customer service principles.
Familiarity with CRM and ERP technology.
Self-management and strong organizational skills, including the ability to multitask and manage time amid frequently changing deadlines in a fast-paced environment.
Strong interpersonal skills and the ability to behave pleasantly, courteously, and professionally with internal and external customers.
Ability to develop constructive and cooperative working relationships with customers and maintain a good-natured, cooperative attitude.
Resilience, willingness to take on challenges, and persistence in the face of obstacles.
Ability to travel occasionally to other sales offices and customers or vendors as needed; estimated travel is less than 10%.

Nice To Haves

Bachelor’s degree in sales, marketing, or business administration and at least two years of related experience are preferred; equivalent experience may substitute for the degree requirement.
Prior experience with Epicor P21 is desirable.

Responsibilities

Supervise daily Customer Experience team operations to support timely and accurate order processing, issue resolution, and customer satisfaction.
Monitor team performance and provide regular feedback and coaching.
Conduct annual performance evaluations and make salary recommendations.
Collaborate with internal departments, including procurement, fulfillment, accounting, and outside sales, to ensure seamless order processing.
Handle escalated customer inquiries and complaints professionally and urgently.
Develop and implement process improvements to enhance service delivery and operational efficiency.
Train new hires and provide ongoing training to existing team members on systems, products, and customer service.
Track and analyze customer experience metrics, such as response time, order accuracy, and customer satisfaction, to identify trends and drive continuous improvement.
Plan workforce needs, including scheduling, workload balancing, and resource allocation.
Coordinate department staffing coverage, maintain backup lists, approve time off as appropriate, and process timecards.
Organize and lead monthly team meetings involving suppliers and Customer Experience staff.
Develop relationships with sales contacts at potential and existing accounts.
Partner with Outside Sales representatives to expand business opportunities within accounts.
Maintain current knowledge of company products, services, and industry trends.
Attend factory and related training and meet with manufacturers to keep technical knowledge current.