International and Key Account Customer Experience Supervisor

Nordson Corporation•Westlake, OH

About The Position

Nordson Packaging is seeking an experienced and motivated supervisor to lead the International and Key Accounts Customer Service team. The role oversees daily operations and team assignments, helps ensure efficient international order processing and effective management of customer inquiries and escalations, and supports performance goals for customer satisfaction, order fulfillment, and revenue. The supervisor provides leadership, coaching, training, and direction to team members and serves as a liaison among customers, sales, operations, supply chain, finance, logistics, and other business functions. The position also supports complex customer orders, export-related requirements, and order exceptions; monitors international order flow and service-level performance; and leads projects and process improvements. Work may include international transactions and requests. Nordson Packaging describes its culture as supportive and inclusive, with a growing and dynamic work environment and investment in employee skills and career advancement.

Requirements

At least 3 years of experience in customer service; the posting states a minimum range of 3–5 years.
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.
One to five years of supervisory or management experience.
Experience supporting international customers and managing export-related order processes.
Previous case-management 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 through 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 resources in response to customer demand and business priorities.
Provide direction, training, and ongoing performance feedback to team members.
Audit and monitor team activities for compliance with company policies, procedures, and service standards.
Support Key Account Service Level Agreements by ensuring prompt, high-quality service.
Initiate, participate in, and manage meetings with the customer service team, customers, and sales.
Conduct performance reviews, establish development plans, and support employee growth initiatives.
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 to help achieve service-level agreements and performance metrics.
Support complex customer orders, export-related requirements, and order exceptions.
Handle escalated customer issues and resolve conflicts.
Analyze customer service metrics and prepare reports for senior management.
Identify opportunities for training and development.
Lead initiatives to improve productivity, customer satisfaction, order accuracy, and process efficiency.
Lead and support projects related to customer service operations, system enhancements, and process improvements.
Coordinate activities with Pricing, Customer Master Data, Material Master Data, Finance, Credit, Logistics, and Supply Chain teams.