Customer Experience Supervisor

Lubrizol; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading chemical company in São Paulo is seeking a Customer Experience Supervisor responsible for leading a dynamic team to enhance customer engagement and satisfaction. You will analyze data to improve service levels and mentor your team. The ideal candidate has over eight years of experience in customer service or supply chain and a relevant degree. This role is office-based and requires occasional travel.

Qualificações

• 8+ years of experience in customer service or supply chain in a manufacturing environment.
• Familiarity with Lubrizol’s product portfolio and applications.
• Prior experience leading a team is considered a plus.

Responsabilidades

• Lead and guide a team of customer experience representatives.
• Monitor customer service KPIs and analyze data for improvement.
• Provide training and mentorship to enhance team skills.

Conhecimentos

Ability to analyze data and identify areas for improvement in customer service and order management

Strong communication skills

Process-oriented with a proactive approach

Experience in customer engagement and service optimization

Language proficiency in local language and English

Formação académica

Bachelor’s degree in Business Administration or related fields

Ferramentas

SAP S4/HANA

Microsoft Power BI

Descrição da oferta de emprego

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.