Customer Experience Supervisor

Job Description

Job Description

Job Title: Customer Experience Supervisor

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 factors such as multiple product lines, high-volume sales generation, extensive geographic reach, etc.

Supervisory Responsibilities

• Work with organizational leadership team to apply policies and procedures regarding performance, quality standards, safety, personnel management, etc.
• Ensure compliance with company policies and regulations.
• Provide strong leadership, setting a positive example and fostering a collaborative work environment.
• Develop personnel through hiring, training, performance management, coaching, disciplinary actions, terminations, and similar personnel management activities.
• 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 single point of contact for assigned customers, interacting with them on a regular basis 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, report generation, etc.
• Exercise independent decision-making related to customer service issues.
• Create forecast and demand planning of high-volume customer specific products.
• Independently plan complex logistics issues as necessary.
• Attend sales meetings periodically to say connected to strategic sales initiatives.
• Assist management in the development of policies and procedures to keep up to date with current customer service issues and initiatives.
• Gather data related to customer service and run reports to identify opportunities of improvement and/or 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, etc.
• Working knowledge of Microsoft Office Suite, especially related to personal time management.
• Ability to effectively work with ERP systems such as D365, spreadsheets, word processing documents, and other applicable computer systems and software.
• Ability to use Excel functions like pivot tables, VLOOKUP, and data analysis tools.
• Working knowledge of the process and procedures that relate to the sales department’s internal customers, including understanding manufacturing processes and related products.
• 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 in a positive manner, including in stressful situations, and be recognized as Most Valued Partner to all customers.
• High energy and sense of urgency to meet internal and external customer expectations.
• Highly motivated; possesses the desire to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members, and internal customers.
• Maintain professional appearance and ethical conduct.
• Team-oriented mindset and a passion for excellence.
• Ability to communicate in both the written and spoken language of English to a level that will allow the safe and effective performance of the job.

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 7 years of direct customer service experience.

Physical Requirements

• Ability to sit, stand, walk, and move around for extended periods of time.
• Proficiency in using hands, fingers, and arms for tasks such as typing, writing, operating machinery, assembling products, etc.
• Sufficient visual acuity to read documents, operate computer equipment, and recognize details at close and distant ranges.
• Ability to hear and understand verbal communication, as well as detect warning signals or equipment malfunctions.
• Work is typically performed in an office environment though certain tasks/projects may occur outside or in a warehouse/manufacturing environment.
• Safety glasses, stee/composite toed shoes, hearing protection, and high visibility gear is required when working in a warehouse or manufacturing environment.

Company Culture & Values

• A Commitment to Our Purpose (COMMITTED PEOPLE) – Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ. The commitment to serving and building up is easily seen in those employees that exemplify this value.
• Without Our Customers We Are Nothing (CUSTOMER FIRST) – We realize that we are blessed to serve our customers and without them, our company does not exist. They rely on us for their success and that is a responsibility we cannot take lightly. Our focus must be on serving them with as seamless communication and access to products as possible.
• Kind, Humble and Positive (HUMBLE) – These positive traits do not mean being a doormat to others. But when a person is kind, humble and positive it comes through in their genuine caring for those around them.
• A Desire For “Expert” (EXPERTS) – Our people want to be seen as the experts in their specific roles. From how we convert a bag efficiently and with highest quality, to knowledge of the product portfolio, to desiring to know more about tax or human resource policy – the desire for “expert” drives us in each of our roles.
• Intentional Growth – Developing of Self and Others (PERSONAL GROWTH)– Times, tools, and customer expectations change. Our team members are interested in developing themselves and those around them. We know that a stronger team is one that makes our customers and our fellow employees happier.
• Strong Work Ethic (HARD WORKERS) – The commitment to serve those around us is honorable and we respond to this by putting our strongest effort into that purpose.
• High Expectations of Self and Others (HIGH EXPECTATIONS) – We expect ourselves, and those around us, to put in our best effort. When others struggle, we help them align towards perfection. When we struggle, we are open and humble to hear it and course-correct accordingly.
• If It Isn’t Safe, We Don’t Do It (SAFETY) – All people deserve to return home to their loved ones safely and work in an environment where they can best execute their tasks safely. When choosing between safety and profit, safety and efficiency, safety and feelings, safety, and “x” – we choose safety.

Travel Requirements

This position requires occasional overnight travel and occasional travel within the workday.

Driver Qualification

The ability to drive a company owned/leased vehicle or personal vehicle on behalf of the company may be required. Inclusion in the company’s driver qualification program is required to drive a company owned/leased vehicle or personal vehicle.

Becoming a qualified driver includes:

• Agree to the 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, must provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts ($300,000 bodily injury per accident/$100,000 property damage per accident or if driving less than 5 hours/200 miles a year $50,000 bodily injury per accident/$10,000 property damage per accident or the state minimum, whichever is more). This requirement is initially and then annually thereafter.

This job description is intended as a general outline of the primary responsibilities of the position. It is not intended to be an exhaustive or comprehensive list of all duties, responsibilities, or activities that may be required. The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice.

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.

Benefits

As a family-owned and operated company, we offer a comprehensive benefits package designed to support you and your family. We offer a strong foundation of benefits, including access to medical, dental, and vision coverage, an HSA employer contribution, and a 401k with profit sharing to secure your future. To support your overall well-being and family life, we offer additional benefits beyond the core package, such as paid vacation, wellness stipends, childcare reimbursement assistance, and much more. We are committed to continuously enhancing our benefits to meet the evolving needs of our team.