Customer Experience Supervisor - Pewaukee, WI

Power/mation•City of Pewaukee, WI

5d•Onsite

About The Position

Power/mation is seeking a Customer Experience Supervisor for its Pewaukee, Wisconsin office. The role is responsible for executing the Customer Experience strategy and ensuring timely, accurate order processing, issue resolution, and exceptional customer service. The supervisor develops and mentors a local team of approximately twenty Customer Experience professionals, collaborates with internal departments to streamline workflows, and builds relationships at key customer accounts. Power/mation has a history dating back to 1961 and partners with customers across Minnesota, Wisconsin, Illinois, Iowa, Nebraska, and the Dakotas. The company provides automation solutions and products spanning motion control, logic control, robotics, pneumatics, software, sensors, vision, machine safety, power transmission, control panel components, and services.

Requirements

A bachelor's degree in sales, marketing, or business administration and a minimum of two years of related experience are preferred; equivalent experience may be considered in lieu of the degree.
Ability to supervise and motivate a team in a high-volume, deadline-driven environment.
Understanding of distribution logistics or operations and customer service principles.
Familiarity with CRM and ERP technology.
Ability to self-manage, stay organized, multitask, and manage time to meet 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, 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 to customers or vendors as needed; estimated travel is less than 10%.

Nice To Haves

Prior experience with Epicor P21.

Responsibilities

Supervise daily Customer Experience team operations to ensure 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 with urgency.
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 and partner with Outside Sales representatives to expand business opportunities.
Maintain current knowledge of company products, services, and industry trends by attending factory and related training and meeting with manufacturers.