Customer Experience Supervisor

Title: Customer Experience Supervisor Job Location: GCC

Type of role: Hybrid Job Type: Permanent

Job Grade:

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.

Responsibilities:

Performance-Driven Leadership & Team Leadership:

• 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
• Fost 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.

Requirements:

Education:

• Bachelors degree in a relevant field such as Business Administration Supply Chain Management or related discipline or equivalent relevant experience in customer service or sales support

Experience:

• Minimum8 years experiencein customer service or supply chain roles within a manufacturing environment with demonstrated focus on supporting high-value customers.
• At least3 years experienceleading and managing teams.

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 Lubrizols 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.

Considered a Plus:

• Experience in the manufacturing or chemical industry
• APICS Certification
• Logistics Operations understanding.

Work Environment

• This role is primarily office-based.
• Standard office hours apply; however working alternative shifts is required to meet business needs.

Travel:

• Minimal travel may be required for training meetings or customer visits. Any travel requirements will be communicated in advance and will adhere to company travel policies.

Lubrizol: Imagined for Life. Enabled by Science. Delivered by You. For nearly 100 years The Lubrizol Corporation a Berkshire Hathaway company has been at the forefront of innovation to enhance everyday life advance mobility and make the modern world work better. Our specialty chemistry solutionsfrom engine oils performance coatings and skincare to medical devices and plumbing systems are powered by the expertise passion and commitment of people like you. We tackle the worlds toughest challenges with science-based solutions deeply understanding our customers to deliver innovative chemistry and differentiated value. Our inclusive culture dedication to safety and incredible global talent drive our success. Our solutions meet the evolving needs of the modern worldbrought to life by science and most importantly delivered by you. Whether youre in the lab on the production floor or in the office youll be part of a team around the world that empowers you to think boldly drive results and contribute to solutions that shape a better more sustainable future. We win because of you. Lets build the future together.