International and Key Account Customer Experience Supervisor

Customer Service Supervisor

Nordson Packaging, a global leader in Packaging, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment.

As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected.

This role ensures the efficient processing of international customer orders and managing them, effective management of customer inquiries and escalations, and achievement of key performance indicators (KPIs) related to customer satisfaction, order fulfillment, and revenue support. The supervisor provides leadership, coaching, and direction to team members while serving as a key liaison between customers, sales, operations, supply chain, finance, logistics, and other business functions.

Essential Job Duties and Responsibilities:

• Coordinate, schedule, and manage Customer Service Team (Key and INT) assignments daily
• Manage and delegate incoming customer requests in case management software(C4C) to responsible Customer Account Teams
• Lead, coach, develop, and motivate a team of International and Key Accounts Customer Service Representatives.
• Distribute workload and balance resources to support customer demand and business priorities.
• Provide direction, training, and ongoing performance feedback to team members.
• Audit and monitor team activities to ensure compliance with company policies, procedures, and service standards
• Support Service Level Agreements for Key Accounts with prompt and superior service
• Participate, Initiate and manage meetings with Customer service team, customers and sales
• Conduct performance reviews, establish development plans, and support employee growth initiatives.
• Create order/ ticket/ Call management reports; provide reports to the CS Team, management and customer
• 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 ensure established service-level agreements and performance metrics are achieved.
• Support complex customer orders, export-related requirements, and order exceptions.
• Handle escalated customer issues and resolve conflicts effectively.
• Analyze customer service metrics and prepare reports for senior management.
• Identify opportunities for training and development.
• Drive initiatives that improve productivity, customer satisfaction, order accuracy, and process efficiency.
• Lead and support projects related to customer service operations, system enhancements, and process improvements
• Job duties may encompass international transactions and requests.
• Coordinate activities with Pricing, Customer Master Data, Material Master Data, Finance, Credit, Logistics, and Supply Chain teams.

Education:

• Associates or Bachelor's degree in Business, Communications, Supply Chain, Operations, International Business, or a related field preferred.
• Equivalent combination of education and relevant experience may be considered.

Experience:

• Minimum 3-5 years of experience in customer service, International experience preferred,
• 1-5 years in a supervisory or management role experience preferred
• Experience supporting international customers and managing export-related order processes preferred.
• Proficiency with CRM software and customer service tools
• Experience with SAP order management required.
• Previous case/project management experience preferred

If you are interested in being a part of a team and creating an inclusive and diverse workplace, please apply online with your CV.

Nordson Packaging is the leader in precision dispensing, fluid management, and related technologies. We serve the Packaging end market to improve production efficiency and product quality for a variety of packaging manufacturing processes. By joining our team today, you will help us bring innovative ideas to life. Nordson Packaging is a global team that works to create technology that helps efficiently apply adhesives to meet both form and function for a wide variety of packaging applications. We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Packaging. We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.