Customer Experience Supervisor

The Customer Experience Supervisor is responsible for the day-to-day operation of the Customer Experience team, providing direction and support to fully service customers, establishing and maintaining key process measures, and developing a productive work environment with clear guidelines and SOPs. Job Functions Answer daily operational duties to ensure excellent customer service and satisfaction. Drive change and growth by coaching employees and handling difficult customers. Maintain proper staffing levels to cover all client interactions. Make decisions and solve problems by analyzing data to optimize service. Collaborate with IT on system functionality and improvements. Work with other supervisors to develop key process measures. Make employment decisions regarding hiring, promotions, and adjustments. Direct staff to meet area goals and audit adherence to SOPs. Manage performance, conduct reviews, and implement training. Maintain accurate time‑keeping and absentee records. Communicate goals and support employee growth through meetings, coaching, and learning opportunities. Demonstrate the company's core and growth values in all duties. Secondary Job Functions Represent the department and company positively within and outside the organization. Continuously develop knowledge through training and independent learning. Assist in developing and maintaining SOPs. Plan and execute projects to completion. Support training for staff and management. Maintain reliable attendance. Participate in meetings, training, education, and assist other employees. Complete special assignments and projects as requested. Qualifications Education Bachelor’s degree in business management or related field, or equivalent work experience (Required). Experience 3 years’ experience in Customer Service, Supervision, or a combination (Required). Licenses or Certifications None. Knowledge, Skills And Abilities Strong customer service skills. Profound knowledge of product planning and customer service processes. Effective coaching, guiding, and development skills. Confidence to face leadership challenges. Strong goal‑setting ability. Professional telephone etiquette. Leadership, teamwork, and results orientation. Positive and motivating attitude. Attention to detail. Excellent verbal and written communication. Excellent interpersonal skills. Effective time management and organization. Independent and team work. Document management knowledge. Analytical and problem‑solving skills. Confidentiality. Knowledge of continuous improvement. Multi‑project management under time constraints. Proficient computer skills (Microsoft Office, internet). Ability to perform under strong demands in a fast‑paced environment. Professionalism with customers and coworkers. Empathy, understanding, and patience with employees and customers. Professional response to difficult situations. Schedule Expectations Opportunity for domestic travel. Flexible and willing to work extended hours when necessary. Job Competencies Building talent. Communication. Customer focus. Delegation & empowerment. Driving for results. Emotional intelligence. Guiding team success. Benefits We Offer Health, dental, vision, employee assistance program. Paid vacation, holidays, and birthday off. Generous employee discount on home furnishings. Professional development opportunities. Ashley wellness centers and medical tourism. Telehealth. 401(k) and profit sharing.Life insurance. Our Core Values Honesty & integrity. Passion, drive, discipline. Continuous improvement / operational excellence. Dirty fingernail. Growth focused. We are an equal opportunity employer and provide a drug‑free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. #J-18808-Ljbffr Ashley Furniture Industries