Customer Experience Supervisor

Westlake Chemical Corp.•Houston, TX

63d

About The Position

This position is responsible for leading a team of customer service professionals to provide high quality customer service to global Polyethylene customers. This will include all activities associated with training and development for the Customer Experience Operations team.

Requirements

Bachelor's Degree preferred, with minimum 9 years of progressive customer service experience including minimum 2 years as a team leader.
Is recognized as a subject matter expert in Polyethylene CSR Operations.
Proficient at data gathering, analysis/evaluation, and efficient use of time.
Experience in leading cross-functional projects.
Excellent written & verbal communications skills are required.
Must be detail oriented, able to work in a pressured environment with rigid deadlines, and be willing to work overtime when required.
Proficient in SAP, Excel, PowerPoint, Word, and familiar with Salesforce, ERP, and CRM systems.

Nice To Haves

Prior experience with international shipments and incoterms (International commercial terms) would be preferred.

Responsibilities

Work under the direction of the Manager - Customer Experience but operate independently on a day-to-day basis to lead the Customer Experience Operations team.
Provide daily direction and communication to team members in coordination with the Team Lead so customer service inquiries are answered in a timely, efficient, and knowledgeable manner. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
Provide continual evaluation of processes and procedures. Responsible for identifying and executing improvements and cost-savings initiatives to CX Operations to improve efficiency and service level to both internal and external customers.
Ensure orders are accurately processed in a timely manner and product delivery is completed on time. Perform root cause analysis on failures with team members in order to correct the situation and to avoid issues in the future.
Coordinate with Transportation & Logistics and third-party partners to process and ship loads, improve upon current operations, and support claim resolution.
Maintain the document retention for all compliance documents with SOX, ISO and audits.
Solve complex problems, take a broad perspective to identify best practice solutions, and participate in or lead continuous improvement projects with a focus on digitization and automation.
Liaise between Customer Experience Operations and other functions on communications, training, and special projects with guidance in only the most complex situations.
Escalate customer issues appropriately and ensure proper follow up and resolution.
Provide performance feedback and coaching on a regular basis to team members, and participate in writing and communicating performance reviews. Incorporate feedback from Team Lead on employee performance and goal setting. Provide employee counseling and documentation when necessary.
Ensure employees have appropriate training and other resources to perform their jobs, and actively promote developmental and cross-functional training.
Respond to and resolve employee relations issues as needed in coordination with Team Lead, and address disciplinary and/or performance problems according to company policy.
Responsible for development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
Establish work processes and procedures that support the company and departmental standards, procedures, and strategic directives.
Comply with all Company policies and procedures.
Fully support Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
Any additional responsibilities or tasks as assigned.