Customer Experience Supervisor

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 Lubrizol's 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:

• Bachelor's 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 Lubrizol's 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.

Job Segment: Logistics, Supply Chain, Supply Chain Manager, Fulfillment, Sales Support, Operations, Sales