Supervisor, Customer Experience

COLE-PARMER INSTRUMENT COMPANY•Vernon Hills, IL

4h•Hybrid

About The Position

The Customer Experience Supervisor will be responsible for driving results and productivity of the customer experience team through effective supervision and communication. In this position, the individual will work closely with the Manager to communicate vision and execute strategic priorities and will help deliver stellar customer service results. This role will plan and manage the daily operations of team members to meet the needs of the customer while supporting departmental and organizational financial and operational goals. This includes managing training and development activities, metrics, quality monitoring for the team, supporting domestic and international commercial teams, including both technical and non-technical functions. The individual must be detailed oriented with strong organizational and project management skills.

Requirements

3–5+ years of experience in customer service
Demonstrated leadership responsibilities in current or previous roles (e.g., mentoring peers, managing escalations, supporting team operations)
Proven leadership ability to coach, motivate, and develop teams, with strong interpersonal skills to collaborate across all levels of the organization.
Strong customer focus with the ability to build and maintain effective customer relationships.
Demonstrated analytical and critical thinking skills, with the ability to interpret data, identify trends, and drive performance improvements.
Ability to break down ambiguous problems into actionable solutions and exercise sound judgment in decision-making.
Ability to balance customer needs, employee development, and business objectives while effectively prioritizing and delegating work.
Proficient in Microsoft Office (Excel, Word, Outlook) and CRM/contact center systems (e.g., Salesforce, RingCentral, or similar platforms)
Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other time essential constraints.
Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization
Strong work ethic and an ability to excel within a rapidly changing and growing organization

Nice To Haves

Bachelor’s degree in Business Administration, Management, Communications, or related field

Responsibilities

Lead, coach, and develop a team to achieve departmental goals and deliver excellent customer service.
Oversee daily operations, including SLA adherence, queue performance, and workflow management.
Conduct regular team huddles and coaching sessions to drive performance and engagement.
Manages day-to-day queue performance, workload distribution, and staffing adjustments to ensure service levels are consistently met.
Identify skill gaps and execute training plans in partnership with the Manager and Learning & Development team.
Handles customer and agent escalations, resolving complex issues and escalating high-risk cases to the Manager as needed.
Executes process improvements and supports cross-functional initiatives by implementing Manager-defined priorities and providing frontline insights.
Support cross-functional projects by executing assigned actions and providing frontline insights.
Act as a Subject Matter Expert (SME) for policies, workflows, and customer inquiries.
Prepare and monitor KPIs, scorecards, and performance reports to support day-to-day decision-making.
Analyze operational metrics and take corrective action; escalate trends and insights to Manager.
Partner with Customer Experience leadership and the Manager to escalate trends and recommend improvements.
Ensure effective quality monitoring and timely resolution of customer complaints with root cause analysis in alignment with Manager-defined standards.
Oversee and actively participate in customer interactions across multiple channels (inbound calls, emails, and live chats), ensuring timely, high-quality service and setting standards for team performance.
Serve as a hands-on supervisor by balancing leadership duties with direct customer support responsibilities.
Provide real-time support to team members through internal chat groups, offering guidance, answering questions, and helping resolve issues quickly.
Act as the first point of escalation for customer concerns, ensuring issues are addressed and escalated further when necessary.
Performs other duties as assigned.