Customer Experience Supervisor

Volm Companies•Idaho Falls, ID

2d•Hybrid

About The Position

The Customer Experience Supervisor is responsible for leading the onsite Customer Experience Specialist (CES) team in supply chain development and product planning for specific customer accounts. The Supervisor will support the CES team in activities including vendor order placement, customer cost savings initiatives, problem resolution, and delivery performance for an unlimited range of products and services. In addition to team leadership responsibilities, the Customer Experience Supervisor is typically assigned complex customer accounts which can include factors such as multiple product lines, high-volume sales generation, extensive geographic reach, etc.

Requirements

Working knowledge of supply chain KPIs, margins, inventory turns, costs, profit, and loss, etc.
Working knowledge of Microsoft Office Suite, especially related to personal time management.
Ability to effectively work with ERP systems such as D365, spreadsheets, word processing documents, and other applicable computer systems and software.
Ability to use Excel functions like pivot tables, VLOOKUP, and data analysis tools.
Working knowledge of the process and procedures that relate to the sales department’s internal customers, including understanding manufacturing processes and related products.
Capacity to calculate, analyze, and track figures and make competent decisions based on those figures.
Developed conflict resolution, negotiation, and critical thinking skills.
Ability to manage multiple projects and deadlines.
Ability to represent the company in a positive manner, including in stressful situations, and be recognized as Most Valued Partner to all customers.
High energy and sense of urgency to meet internal and external customer expectations.
Highly motivated; possesses the desire to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members, and internal customers.
Maintain professional appearance and ethical conduct.
Team-oriented mindset and a passion for excellence.
Ability to communicate in both the written and spoken language of English to a level that will allow the safe and effective performance of the job.
Minimum of one year of experience leading teams of two or more people.
Knowledge of supply chain principles and processes normally obtained through a 4-year degree in Business Administration, Communications, Supply Chain Management, or equivalent work experience.
Minimum of 7 years of direct customer service experience.
Ability to sit, stand, walk, and move around for extended periods of time.
Proficiency in using hands, fingers, and arms for tasks such as typing, writing, operating machinery, assembling products, etc.
Sufficient visual acuity to read documents, operate computer equipment, and recognize details at close and distant ranges.
Ability to hear and understand verbal communication, as well as detect warning signals or equipment malfunctions.
Agree to the company driving policies that apply to company owned/leased vehicle or personal vehicle as applicable.
Possess and maintain a valid driver license and be a minimum of 21 years of age.
Maintain an acceptable driving record, as evidenced by completion of a baseline motor vehicle record check and ongoing monitoring.
When driving a personal vehicle on behalf of the company, must provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts ($300,000 bodily injury per accident/$100,000 property damage per accident or if driving less than 5 hours/200 miles a year $50,000 bodily injury per accident/$10,000 property damage per accident or the state minimum, whichever is more). This requirement is initially and then annually thereafter.

Nice To Haves

The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice.

Responsibilities

Work with organizational leadership team to apply policies and procedures regarding performance, quality standards, safety, personnel management, etc.
Ensure compliance with company policies and regulations.
Provide strong leadership, setting a positive example and fostering a collaborative work environment.
Develop personnel through hiring, training, performance management, coaching, disciplinary actions, terminations, and similar personnel management activities.
Monitor team performance, provide timely feedback, and address performance issues as needed.
Coach, mentor, and support team members in achieving daily objectives and department goals.
Set goals, plan work, and allocate tasks to ensure efficient utilization of resources and alignment with organizational objectives.
Maintain open and effective communication channels within the team and with other stakeholders.
Resolve conflicts and make informed decisions to drive success.
Act as single point of contact for assigned customers, interacting with them on a regular basis for planning, new product development, quote generation, product launch, and problem solving.
Place purchase orders (POs) with internal and external suppliers and sales orders for customers.
Respond to customer representatives with respect and address needs and concerns in a timely, thorough, and complete manner.
Work with customers to identify inventory needs, expedite orders, track deliveries, resolve shipping errors, and maintain accurate records.
Perform general customer service functions such as receiving, transferring orders, freight add-ons, inventory, report generation, etc.
Exercise independent decision-making related to customer service issues.
Create forecast and demand planning of high-volume customer specific products.
Independently plan complex logistics issues as necessary.
Attend sales meetings periodically to say connected to strategic sales initiatives.
Assist management in the development of policies and procedures to keep up to date with current customer service issues and initiatives.
Gather data related to customer service and run reports to identify opportunities of improvement and/or business objectives to share with management and sales teams.
Cooperate with outside sales and customers on miscellaneous projects and initiatives.