Customer Experience Supervisor

Lubrizol Corporation; 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 to lead a team focused on exceptional customer engagement. You will drive strategies to enhance loyalty and retention, ensuring compliance and continuously improving customer service standards. The ideal candidate has over 8 years of experience in customer service within manufacturing, strong communication skills, and familiarity with SAP S/4HANA and Power BI.

Qualificações

• 8+ years of experience in customer service or supply chain.
• Familiarity with Lubrizol’s product portfolio.
• Language proficiency in local language and English.

Responsabilidades

• Lead a team of customer experience representatives.
• Handle complex customer issues.
• Monitor customer service KPIs.

Conhecimentos

Team leadership

Data analysis

Strong communication

Process-oriented

Customer engagement

Proactive problem-solving

SAP S/4HANA competency

Power BI

Formação académica

Bachelor’s degree in relevant field

Ferramentas

SAP S/4HANA

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

• 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.
• 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
• 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