Customer Satisfaction Supervisor

EssilorLuxottica Group•Peachtree Corners, GA

8d•Onsite

About The Position

This role works as a Customer Advocate, reporting directly to the GM and with a dotted line to the centralized strategy team. The primary responsibility is to drive exceptional customer experiences by overseeing and influencing data analysis, reporting, quality management, and turnaround time management. The role ensures consistent high standards across all customer interactions, identifies areas for improvement through customer feedback and data-driven insights, and leads a small team to implement strategies that 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 and 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.
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.