I+S Customer Solutions Supervisor

Univar Solutions•Dublin, OH

4d•Hybrid

About The Position

The I+S Customer Solutions Supervisor leads a team of Customer Solutions personnel in delivering an exceptional customer experience through operational excellence, service quality, and effective execution of order-to-delivery processes. The role oversees day-to-day customer support operations and ensures service commitments, productivity goals, and quality standards are consistently achieved while supporting customer retention, profitable growth, and business objectives. As a frontline leader and customer advocate, the Supervisor partners with Sales, Product Management, Purchasing, Operations, and other internal stakeholders to resolve customer issues, improve processes, and enhance the overall customer experience. The role uses customer, operational, and financial metrics to identify improvement opportunities, drive team performance, and support operational effectiveness. The Supervisor is accountable for team performance across customer satisfaction, order management, service levels, productivity, issue resolution, and quality. Responsibilities also include coaching and developing employees, managing workforce performance, supporting employee engagement, and fostering accountability, collaboration, safety, compliance, and continuous improvement. The role has authority to release up to $50,000 in credits and debits and is directly responsible for Customer Solutions personnel. This is a hybrid opportunity requiring three days in the office.

Requirements

4–6 years of experience in customer solutions, marketing, sales, or related roles.
Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Strong SAP skills and experience using business systems and customer service platforms to support operational effectiveness.
Working knowledge of customer service, order management, commercial operations, and related business processes.
Ability to lead operational initiatives and collaborate across functional teams to achieve service, customer, and business objectives.
Experience leading, coaching, motivating, and developing teams to achieve operational goals, service excellence, and employee engagement.
Coaching, team-building, and motivational skills, with the ability to foster a positive, accountable, results-oriented work environment.
Customer service, relationship-building, and customer advocacy skills, with a commitment to delivering an exceptional customer experience.
Excellent communication, presentation, and active listening skills to engage employees, customers, and cross-functional partners.
Problem-solving, decision-making, and critical-thinking skills, including the ability to use data and performance metrics to drive results.
Strong organizational, time-management, analytical, and prioritization skills, including the ability to manage multiple priorities in a fast-paced environment.
Interpersonal skills to build credibility, foster collaboration, and positively influence outcomes across teams and stakeholders.
Collaborative, approachable, self-driven approach; willingness to embrace new ideas, lead through ambiguity, and continuously improve processes and performance.

Nice To Haves

Experience in customer operations with a history in customer service and customer support transformation.
An associate’s degree is preferred but not required.
Knowledge of Univar Solutions’ products, services, business operations, and the industries served.
Advanced capability in Call/E-mail Management, Issue Diagnosis, Next Issue Avoidance, Professional Communication, Personality Flexing, Positive Language, Advocacy, and Alternative Positioning.

Responsibilities

Lead, coach, and develop Customer Solutions personnel to meet service, productivity, quality, and customer satisfaction goals.
Ensure effective execution of order management activities and customer support processes while maintaining service-level expectations.
Drive customer satisfaction through proactive issue resolution, service quality monitoring, and customer advocacy.
Use operational, customer, and financial metrics to identify trends, improve performance, and support continuous improvement initiatives.
Partner with cross-functional teams to resolve customer concerns, improve processes, and enhance the end-to-end customer experience.
Monitor and improve team performance through performance management, coaching, training, and employee development.
Support onboarding, training, and development programs to equip employees to meet operational and customer service expectations.
Foster accountability, collaboration, safety, compliance, and continuous improvement within the Customer Solutions team.
Manage team performance related to customer satisfaction, order management execution, service levels, productivity, issue resolution, and quality outcomes.
Exercise authority to release credits and debits up to $50,000.