Customer Experience Supervisor

Customer Experience Supervisor

Shape the Future with Us. At Lubrizol, we're transforming the specialty chemicals market through science, sustainability, and a culture of inclusion. As part of our global team, you'll be empowered to make a real impact—on your career, your community, and the world around you. Job Type: Full-time / On-site (M-Th in office, Fridays remote) Shift + Hours: 1st Shift

How You'll Make an Impact As a Customer Experience Supervisor you'll be at the forefront of our innovation, driving specialty chemical solutions forward. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing, and enhance modern life. As a Customer Experience Supervisor, you will be responsible for leading a dynamic team and driving exceptional customer engagement. Your leadership will directly impact our commitment to delivering unparalleled customer satisfaction and shaping the future of our customer interactions.

You will play a key role in executing strategies that enhance customer loyalty and retention while fostering a culture of continuous improvement through data-informed practices and industry-leading service standards. In this role, you will:

• Lead, coach and motivate a team of customer experience representatives to deliver consistent, high quality customer service outcomes.
• Set clear performance expectations aligned to business goals, and drive accountability through regular coaching, feedback and formal performance reviews.
• Monitor workload, capacity and resource allocation to ensure timely order management and issue resolution
• Act as an escalation point for complex or high impact customer issues, ensuring timely and professional resolution
• Foster a culture of accountability, collaboration and continuous improvement
• Operational Excellence and Continuous Improvement Oversee day-to-day customer experience operations to ensure adherence to standard operating procedures, policies and service standards.
• Identify operational gaps, inefficiencies and reoccurring issues and lead corrective and preventative improvement actions in partnership with regional leadership.
• Support implementation and adoption of new processes, systems or tools to improve service efficiency, consistency and scalability.
• Collaborate closely with supply chain, manufacturing, logistics, sales and quality teams to resolve systemic issues impacting customer experience.
• Customer-Centric & Data-Driven Decision Making Champion a customer first mindset across the team, while balancing service expectations with regional capacity and operational constraints.
• Proactively identify customer risks and opportunities, escalating insights and recommendations to the Regional Customer Experience Manager
• Translate customer feedback and performance data into actionable improvements and support regional resource planning.
• Use data, trends and root cause analysis to drive continuous performance improvement and support regional resource planning.
• Provide regular, structured insights to management on customer experience trends, risks and service performance.
• Training and Development: Lead onboarding, ongoing training and skill development for customer experience team members
• Ensure team proficiency in products, order management, customer policies and manufacturing and logistics fundamentals.
• Identify skill gaps and implement targeted coaching or development plans.
• Promote knowledge sharing and best practice adoption across the customer experience team.

Required Qualifications that Enable Your Success Education: Bachelor's degree in a relevant field such as Business Administration, Supply Chain Management, or related discipline; or 10+ years experience in customer service or sales support, with 5+ years in leadership roles Experience: 5+ years of experience in customer service or supply chain within a manufacturing environment, with a focus on high-value customers. Skills, Competencies Ability to analyze data and identify areas for improvement in customer service and order management. Strong communication skills, capable of engaging with team members and stakeholders. Process-oriented with a proactive approach to problem-solving and continuous improvement. Familiarity with Lubrizol's product portfolio and applications. Experience in customer engagement and service optimization. Competency in SAP S/4HANA (Order-to-Cash modules) and Microsoft Power BI for basic data visualization. Familiarity with global operations and supply chain networks within a complex organizational structure. Language proficiency in local language and English, both written and verbal.

Preferred Qualifications that Drive you Forward Experience in the manufacturing or chemical industry APICS Certification Prior experience leading a team

Your Work Environment At Lubrizol, we're committed to providing a safe, inclusive, and empowering environment where you can do your best work—whether in a lab, on the production floor, or in a hybrid office setting. Depending on your role, your work environment may include: Standing, walking, or operating equipment for extended periods Working in a lab or manufacturing setting with appropriate PPE provided Use of computers and digital tools in an office or hybrid environment Occasional lifting or movement of materials Adherence to rigorous safety protocols and ergonomic standards We continuously invest in our facilities and technologies to ensure they support your well-being, productivity, and growth. If you require reasonable accommodation, we are committed to working with you to ensure an inclusive and accessible experience.

Benefits that Empower You Competitive salary with performance-based bonus plans 401(k) match + Age-Weighted Defined Contribution Comprehensive medical, dental & vision coverage Health Savings Account (HSA) Paid holidays, vacation, and parental leave Flexible work environment Learning and development opportunities Career and professional growth Inclusive culture and vibrant community engagement