Supervisor, Customer Experience

Panduit•Tinley Park, IL

4d•Hybrid

About The Position

At Panduit, we don’t just offer a job – we offer a career where your contributions directly impact our customers, the environment and our company’s success. You’ll have the opportunity to grow, innovate, and be a part of an inclusive team that celebrates both individual and collective achievements. If you’re ready to elevate your career and help us deliver exceptional experiences to our customers, apply today and make your mark with Panduit! If you're a collaborative leader who thrives on developing people, solving challenges, and creating exceptional customer experiences, we'd love to hear from you. As a Supervisor, Customer Experience, you will lead and develop a high-performing team of Customer Experience Advocates dedicated to delivering seamless, customer-centric service. You will drive operational excellence by resolving complex customer issues, optimizing processes, and ensuring service, quality, and productivity goals are met. Success in this role requires strong leadership, adaptability, analytical problem-solving skills, and a passion for coaching teams, building relationships, leading through change, and continuously improving the customer experience.

Requirements

Associate's Degree required; Bachelor's Degree preferred or relevant equivalent experience in lieu of degree.
5-7 years of customer service, customer experience, contact center, or related leadership experience, including direct people management responsibilities.
Customer Service
Leadership
Coaching and Development
Relationship Building
Interpersonal Communication
Collaboration
Change Management
Problem Solving
Performance Management
Reporting and Analytics
Continuous Improvement
Customer Escalation Management

Nice To Haves

Experience utilizing Microsoft Dynamics CRM, Oracle Fusion ERP, and Microsoft Office Suite (Excel, Word, PowerPoint) to manage customer interactions, analyze performance trends, support reporting, and drive operational decision-making.

Responsibilities

Lead, coach, and develop a team of Customer Experience Advocates, fostering engagement, accountability, performance, and a customer-first culture.
Provide ongoing performance feedback, career development, and coaching to help team members expand their expertise, grow into subject matter experts, and achieve individual and team goals.
Guide team members through evolving business processes, systems, and priorities, promoting adaptability and supporting successful change adoption.
Build strong cross-functional relationships to ensure seamless customer support, operational alignment, and effective resolution of customer issues.
Monitor and analyze performance metrics, customer trends, and operational results to support data-driven decision-making and continuous improvement initiatives.
Resolve complex customer escalations, identify root causes, and implement process improvements that enhance customer outcomes and operational efficiency.
Train and mentor team members on systems, tools, reporting requirements, and operational best practices while collaborating with stakeholders across the fulfillment network to drive continuous improvement.