Customer Experience Supervisor

Customer Experience Supervisor Full Time Idaho Falls, ID, US 8 days ago Requisition ID: 2944 If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Reports to: Supply Chain Director Job Summary The Customer Experience Supervisor is responsible for leading the onsite Customer Experience Specialist (CES) team in supply chain development and product planning for specific customer accounts. The Supervisor will support the CES team in activities including vendor order placement, customer cost savings initiatives, problem resolution, and delivery performance for an unlimited range of products and services. In addition to team leadership responsibilities, the Customer Experience Supervisor is typically assigned complex customer accounts which can include multiple product lines, high-volume sales generation, and extensive geographic reach. Supervisory Responsibilities Collaborate with leadership to apply policies regarding performance, quality standards, safety, and personnel management. Ensure compliance with company policies and regulations. Provide strong leadership, set a positive example, and foster a collaborative work environment. Develop personnel through hiring, training, performance management, coaching, disciplinary actions, and terminations. Monitor team performance, provide timely feedback, and address performance issues as needed. Coach, mentor, and support team members in achieving daily objectives and department goals. Set goals, plan work, and allocate tasks to ensure efficient utilization of resources and alignment with organizational objectives. Maintain open and effective communication channels within the team and with other stakeholders. Resolve conflicts and make informed decisions to drive success. Essential Duties Act as a single point of contact for assigned customers, interacting with them regularly for planning, new product development, quote generation, product launch, and problem solving. Place purchase orders (POs) with internal and external suppliers and sales orders for customers. Respond to customer representatives with respect and address needs and concerns in a timely, thorough, and complete manner. Work with customers to identify inventory needs, expedite orders, track deliveries, resolve shipping errors, and maintain accurate records. Perform general customer service functions such as receiving, transferring orders, freight add‑ons, inventory, and report generation. Exercise independent decision‑making related to customer service issues. Create forecast and demand planning for high‑volume customer‑specific products. Independently plan complex logistics issues as necessary. Attend sales meetings periodically to contribute to strategic sales initiatives. Assist management in developing policies and procedures to keep current with customer service initiatives. Gather data related to customer service and run reports to identify opportunities for improvement and business objectives to share with management and sales teams. Cooperate with outside sales and customers on miscellaneous projects and initiatives. Required Skills and Abilities Working knowledge of supply chain KPIs, margins, inventory turns, costs, profit, and loss. Proficiency with Microsoft Office Suite, especially for time management. Ability to work with ERP systems such as D365, spreadsheets, and word processing documents. Skilled in Excel functions like pivot tables, VLOOKUP, and data analysis tools. Understanding of sales department internal customer processes and manufacturing processes. Capacity to calculate, analyze, and track figures and make competent decisions based on those figures. Developed conflict resolution, negotiation, and critical thinking skills. Ability to manage multiple projects and deadlines. Ability to represent the company positively, especially in stressful situations, and be recognized as a valued partner to customers. High energy and sense of urgency to meet internal and external customer expectations. Highly motivated to set and meet high performance standards for the benefit of customers and internal stakeholders. Maintain professional appearance and ethical conduct. Team‑oriented mindset and passion for excellence. Ability to communicate in written and spoken English at a level that ensures safe and effective performance. Education and Experience Minimum of one year of experience leading teams of two or more people. Knowledge of supply chain principles and processes normally obtained through a 4‑year degree in Business Administration, Communications, Supply Chain Management, or equivalent work experience. Minimum of seven years of direct customer service experience. Physical Requirements Ability to sit, stand, walk, and move around for extended periods. Proficiency in using hands, fingers, and arms for tasks such as typing, writing, operating machinery, and assembling products. Sufficient visual acuity to read documents, operate computer equipment, and recognize details at close and distant ranges. Ability to hear and understand verbal communication and detect warning signals or equipment malfunctions. Work performed in an office environment, with occasional tasks outside or in a warehouse/manufacturing environment. When working in a warehouse or manufacturing environment, safety gear such as safety glasses, steel‑composite toed shoes, hearing protection, and high‑visibility gear is required. Travel Requirements This position requires occasional overnight travel and occasional travel within the workday. Driver Qualification Agree to company driving policies that apply to company owned/leased vehicle or personal vehicle as applicable. Possess and maintain a valid driver license and be a minimum of 21 years of age. Maintain an acceptable driving record, as evidenced by completion of a baseline motor vehicle record check and ongoing monitoring. When driving a personal vehicle on behalf of the company, provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts. Benefits As a family‑owned and operated company, we offer a comprehensive benefits package designed to support you and your family. This includes medical, dental, and vision coverage, an HSA employer contribution, a 401(k) with profit sharing, paid vacation, wellness stipends, and childcare reimbursement assistance. Volm Companies is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities and other protected characteristics. If you require reasonable accommodation to perform the essential functions of the job, please inform us and we will work with you to address your needs. Monday — Friday during core business hours, typically 8:00 am – 5:00 pm #J-18808-Ljbffr