International and Key Account Customer Experience Supervisor

Nordson•Westlake, OH

About The Position

Nordson Packaging is seeking an experienced Customer Service Supervisor to lead the International and Key Accounts customer service team and oversee its daily operations. The role is responsible for efficient international order processing, customer inquiry and escalation management, and performance against customer satisfaction, order fulfillment, and revenue-support KPIs. The supervisor provides leadership, coaching, and direction to team members and serves as a liaison among customers, sales, operations, supply chain, finance, logistics, and other business functions. The role involves coordinating team assignments and incoming customer requests, balancing workload and resources, ensuring service standards and policies are followed, supporting key-account service-level agreements, and managing customer and internal meetings. The supervisor also handles complex orders and escalations, monitors international order flow, produces service reports, and leads initiatives and projects to improve productivity, customer satisfaction, order accuracy, and process efficiency. Duties may include international transactions and requests.

Requirements

At least 3–5 years of experience in customer service.
Experience with SAP order management is required.
Proficiency with CRM software and customer service tools.
An associate or bachelor's degree in Business, Communications, Supply Chain, Operations, International Business, or a related field is preferred; an equivalent combination of education and relevant experience may be considered.

Nice To Haves

International customer service experience.
1–5 years of supervisory or management experience.
Experience supporting international customers and managing export-related order processes.
Previous case or project management experience.

Responsibilities

Coordinate, schedule, and manage daily assignments for the Key and International Customer Service teams.
Manage and delegate incoming customer requests in the C4C case-management software to the responsible Customer Account Teams.
Lead, coach, develop, and motivate International and Key Accounts Customer Service Representatives.
Distribute workload and balance team resources to meet customer demand and business priorities.
Provide direction, training, and ongoing performance feedback; conduct performance reviews and establish development plans.
Audit and monitor team activities for compliance with company policies, procedures, and service standards.
Support Key Account Service Level Agreements by providing prompt, high-quality service.
Initiate, participate in, and manage meetings with the customer service team, customers, and sales.
Create order, ticket, and call-management reports for the customer service team, management, and customers.
Develop and implement customer service policies and procedures.
Ensure accurate and timely order entry and maintenance in SAP and other business systems.
Monitor international order flow and performance against service-level agreements and metrics.
Support complex customer orders, export-related requirements, and order exceptions.
Handle escalated customer issues and resolve conflicts effectively.
Analyze customer service metrics and prepare reports for senior management.
Identify team training and development opportunities.
Drive initiatives to improve productivity, customer satisfaction, order accuracy, and process efficiency.
Lead and support customer service operations, system-enhancement, and process-improvement projects.
Coordinate activities with Pricing, Customer Master Data, Material Master Data, Finance, Credit, Logistics, and Supply Chain teams.