Customer Experience Leader

Formica Group North America; Cincinnati (OH); On-site; USD 52,000 - 64,000; Full time

Job summary

Formica Group North America in Cincinnati seeks a Customer Service Supervisor to lead and motivate a high-performing team, ensuring top-tier service for our customers. You will manage daily workflow, resolve escalated issues, and align with sales objectives to support program success.

The ideal candidate has a bachelor’s degree, 2–3 years of management experience, strong communication skills, and proficiency with ERP systems (Infor LX) and MS Office.

Qualifications

• Undergraduate degree in a relevant field.
• 2–3 years of management experience demonstrating leadership and analytical skills.
• Proven ability to motivate a team and address performance issues.
• Effective verbal and written communication with internal and external customers.
• Experience with ERP systems, Infor LX preferred.
• Proficiency with Microsoft Office applications.

Responsibilities

• Management of employees including hiring, termination, evaluations, and promotions.
• Identify staff training needs and implement training programs.
• Maintain effective customer relationships both internal and external.
• Align with sales objectives to ensure success of programs and projects.
• Own and resolve escalated issues.
• Manage daily workflow within the team and department.
• Actively participate in weekly management meetings to set direction.
• Participate in cross-functional meetings and project teams.
• Provide backup support when team members are out of the office.

Skills

Team leadership

Communication

Problem solving

Analytical skills

ERP systems

MS Office

Education

Bachelor's degree

Tools

Infor LX

Microsoft Office

Job description

Formica Group North America in Cincinnati seeks a Customer Service Supervisor to lead and motivate a high-performing team, ensuring top-tier service for our customers. You will manage daily workflow, resolve escalated issues, and align with sales objectives to support program success.

The ideal candidate has a bachelor’s degree, 2–3 years of management experience, strong communication skills, and proficiency with ERP systems (Infor LX) and MS Office.