Customer Experience Supervisor
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Job Location:
Monthly Salary:
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Title: Customer Experience Supervisor
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 and guide a team of customer experience representatives by fostering a positive and collaborative team environment.
- Assist in rolling out strategies to enhance customer loyalty and retention.
- Handle complex customer issues ensuring prompt resolution and maintaining strong relationships with key customers.
- Conduct regular coaching and daily operation reviews.
Operational Excellence and Continuous Improvement
- Foster a culture of continuous improvement using data-driven strategies and adopting top-tier service practices.
- Support efforts to reduce inefficiencies and improve order management accuracy and service performance.
- Collaborate with cross-functional teams to ensure material availability and smooth order fulfillment processes.
- Leverage technologies such as SAP S4/HANA SAP Analytics and Power BI to enhance efficiency and decision-making.
- Analyze trends to refine processes improve service levels reduce costs and strengthen Lubrizols customer value proposition.
- Perform process controls in accordance with global narratives and policies promptly and accurately.
Customer-Centric & Data-Driven Decision Making
- Monitor customer service KPIs and analyze data to identify trends and areas for improvement.
- Enhance customer experience by recommending and implementing solutions guided by the manager and Global Customer Experience COE while aligning with global best practices.
- Collaborate with internal stakeholders to identify and implement process improvements for increased productivity and effectiveness
- Ensure compliance with relevant laws regulations and company policies in customer service operations.
Training and Development:
- Provide training and mentorship to customer experience representatives to enhance their skills and knowledge.
- Develop and deliver training programs to ensure consistent and high-quality customer service.
- Stay updated on industry trends and best practices.
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:
- 8 years of experience in customer service or supply chain within a manufacturing environment with a focus on high-value customers.
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
- Prior experience leading a team
Work Environment
- Office based
- Standard office hours; occasional overtime may be required
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.
Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
As a leader in specialty chemicals, Lubrizol's mission is to be an essential ingredient in our customers' success. We are a market-driven, specialty chemical company with innovative technologies that include lubricant additives for engine oils and driveline fluids, industrial lubrica ... View more
