Customer Experience Supervisor
About The Position
At Fieldpiece Instruments, we’re on a mission to make the lives of HVACR professionals easier, faster, and better with tools that set new standards for performance and reliability. We’ve been delivering rugged, feature-rich tools since 1990 and lead the industry in how we think, work, collaborate. We’re laser-focused on exceptional service and innovative products that empower HVACR pros today and tomorrow. We’re looking for a Customer Experience (CX) Supervisor to lead our small team of Customer Service Specialists supporting our B2B sales operations and customers. This role is driven by customer support and focused on service quality, accuracy, responsiveness, and professional issue resolution. In this role, you’ll be at the heart of creating a world-class customer experience — coaching the team, managing workload, and ensuring customers and internal partners receive clear communication and reliable execution, while growing customer relationships and loyalty. If you’re a motivated customer service leader who thrives on optimizing processes and developing high-performing teams, this is your chance to make a meaningful impact. Recognized as one of Southern California’s Best Places to Work (2023, 2024 & 2025), Fieldpiece is a place where curiosity, innovation, and growth aren’t just encouraged — they’re expected. We embrace a Hire-to-Retire philosophy, collaborative culture, and customer-centric attitude.
Requirements
- 7+ years of customer service or account management experience.
- 2+ years of experience supervising and motivating teams.
- Strong communication and interpersonal skills with a customer-focused attitude and ability to provide clear direction and feedback.
- Customer-focused mindset with a high bar for accuracy and follow-through.
- Ability to manage multiple priorities while maintaining strong attention to detail.
- Strong problem-solving skills and sound judgment when handling escalations.
- Experience using customer service and order management systems to track orders, cases, and communication.
- Ability to manage daily priorities while supporting team performance and morale.
Responsibilities
- Lead and coach a team of customer service specialists supporting Fieldpiece’s B2B Customers & Sales operations.
- Ensure every customer interaction reflects our commitment to professionalism, accuracy, and responsiveness.
- Partner cross-functionally with Sales, Finance, Operations, and Supply Chain to quickly resolve complex customer issues.
- Act as the primary escalation point for customer issues and resolve them quickly and professionally
- Monitor order accuracy, call volume, response times, and other KPI metrics to ensure service excellence.
- Identify recurring customer issues and escalate improvement opportunities.
- Conduct coaching sessions, team meetings, and performance reviews that support team growth and continuous improvement.
- Ensure team compliance with company policies, procedures, and best practices.
Benefits
- Matching 401(k) up to 4% with immediate vesting
- Excellent medical benefits, including an HSA plan with monthly employer contributions
- Supplemental Term Life, Employee Assistance Programs (EAP), Disability coverage, and more
- A Hire-to-Retire philosophy that includes personalized career development plans
- An onsite music program with lessons from guitar, piano, and voice coaches
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
