Customer Satisfaction Supervisor

EssilorLuxottica Group•Azusa, CA

8d•Onsite

About The Position

This role works as a Customer Advocate, and is responsible for driving exceptional Customer Experiences by overseeing and influencing data analysis, reporting, quality management, turnaround time management, ensuring consistent high standards across all customer interactions, identifying areas for improvement through customer feedback and data-driven insights based on quality and service performance. Leading a small team, the advocate is responsible for implementing strategies and leading and monitoring actions to increase customer satisfaction and reduce churn.

Requirements

Strong optical industry knowledge and ability to drive change in a production environment
Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders
Proven leadership abilities with experience managing and motivating cross-functional teams
Deep understanding of customer experiences best practices and industry trends
Ability to identify and implement process improvements to enhance customer satisfaction
Analytical skills with proficiency in data analysis tools and reporting platforms
Experience with CRM systems and customer feedback platforms

Responsibilities

Monitor and analyze customer feedback data from various channels to identify trends, pain points, and opportunities for improvement and develop action plans
Monitor comprehensive customer experience dashboards and reports to track key performance indicators (KPIs)
Prioritize customer experience initiatives. Work with cross-functional teams to perform root cause assessments on quality and service-related jobs inside the lab, and drive improvements
Use customer feedback and insights from data and reporting to ensure impeccable quality management and influence change within the lab
Review regular quality audits of returns (Dr., warranty, Lab) to identify areas for improvement and develop action plans to drive change
Support training programs/operational programs to address quality gaps and elevate customer experience
Understand quality/tolerance expectations for any specific customer/job types
Set targets for customer issue resolution times and monitor performance against those goals
Use customer feedback and insights from data and reporting to ensure END TO END turn-time consistency and develop plans to drive consistency through internal collaboration and customer management
Set targets for customer issue resolution times and monitor against those goals
Identify bottlenecks in the customer service process and implement solutions to streamline issue resolution
Proactively communicate with customers regarding expected resolution times and keep them updated on progress
Ensure turn-time opportunities around certain products/customers/job types are clearly assessed and being communicated and worked on in collaboration with centralized supply chain/program management team
Lead and manage a team of key account dedicated customer service representatives/OM, providing coaching, feedback, and performance evaluations
Establish and maintain standards for customer service interactions
Foster a customer-centric culture within the team, emphasizing empathy, proactive problem-solving, and exceeding customer expectations
Collaborate with cross-functional teams to ensure seamless customer journeys across all touchpoints