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 who support our B2B sales operations and customers. In this role, you’ll be at the heart of creating a world-class customer experience — ensuring orders are accurate, interactions are seamless, problems are solved quickly, and our internal and external customers feel supported every step of the way. 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. You bring deep experience with telephone and email communications as well as CRM and ERP systems, a data-driven approach to understanding KPIs, and a customer-first mindset that consistently drives positive results. 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.
- Maintains composure under pressure; treats others with respect and professionalism.
- Proficiency with phone and email management systems, CRM tools (Business Central / MS Dynamics), and modern technology including AI tools.
- Ability to manage multiple priorities while maintaining strong attention to detail.
- Strong problem-solving skills and sound judgment when handling escalations.
Responsibilities
- Lead a high-performing team of Customer Service Representatives supporting Fieldpiece’s B2B Sales operations.
- Ensure every customer interaction reflects our commitment to professionalism, accuracy, and responsiveness.
- Oversee and manage EDI order processing to ensure timely, accurate data transmission.
- Partner cross-functionally with Sales, Finance, Operations, and Supply Chain to quickly resolve complex customer issues.
- Drive workflow improvements across OMS and customer-facing systems — reducing manual work, improving order accuracy, and speeding up fulfillment.
- Monitor order accuracy, call volume, response times, and other KPI metrics to ensure service excellence.
- Conduct coaching sessions, team meetings, and performance reviews that support team growth and continuous improvement.
- Serve as the first point of escalation for customer issues, resolving problems promptly and professionally.
- 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
- And more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
