Supervisor Customer Experience Support
About The Position
Under the general direction of Consumer Affairs & Product Recall leadership, the Customer Support Supervisor oversees a team of Customer Experience Support Associates responsible for delivering high quality customer support across multiple departments. This role ensures consistent, accurate, and timely responses to internal and external customer inquiries while driving operational excellence, team performance, and continuous improvement. The Supervisor serves as a key liaison between internal departments, such as Sales, Quality Assurance, Regulatory, Product Lifecycle Management, Operations, and Consumer Affairs, and external customers. In addition to handling escalated inquiries, the Supervisor coaches team members, monitors workflow, and ensures adherence to service standards, providing a positive and professional experience in every engagement.
Requirements
- High School Diploma or equivalent required; Bachelor’s degree preferred.
- Experience in customer service and/or manufacturing operations preferred; prior leadership or team‑lead experience strongly desired.
- Proficiency with Microsoft Office Suite and strong typing skills.
- Experience with CRM systems, specifically Salesforce.
- Highly effective verbal and digital communication skills, including professional phone etiquette.
- Strong troubleshooting, data analysis, and investigative skills.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Ability to work independently while effectively leading a team.
- Valid Driver’s License and driving record that meets Lamb Weston Driving Standards.
Nice To Haves
- Fluency in Spanish desired but not required.
Responsibilities
- Lead, mentor, and support a team of Customer Experience Support Associates, overseeing daily workflow, workload distribution, and performance against established SLAs, KPIs, and data quality standards.
- Serve as the primary escalation point for complex or sensitive customer inquiries, ensuring timely, accurate, and professional resolution.
- Communicate effectively with internal and external customers regarding requests related to food safety, quality, regulatory, ESG, operations, and other business areas.
- Collaborate cross‑functionally with Operations Management, Quality, Food Protection, Sales, PLM, and Consumer Affairs to gather information and resolve customer issues.
- Ensure accurate documentation of all inbound requests in designated databases and oversee final disposition of cases handled by the team.
- Provide technical support to customers and account owners, guiding troubleshooting efforts and ensuring consistent service delivery.
- Drive continuous improvement, evaluating team effectiveness and contributing to the design and refinement of processes, procedures, and customer database oversight.
- Generate, review, and interpret ad‑hoc reports to support internal stakeholders and identify trends or improvement opportunities.
- Support development and maintenance of knowledge base content, ensuring information is accurate, accessible, and aligned with operational needs.
- Balance operational priorities and project work, ensuring the team meets deadlines while maintaining high service quality.
Benefits
- Health Insurance Benefits - Medical, Dental, Vision
- Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
- Well-being programs including companywide events and a wellness incentive program
- Paid Time Off
- Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
- Family-Friendly Employee events
- Employee Assistance Program services – mental health and other concierge type services
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
