Customer Experience Supervisor

Power/mation; City of Pewaukee (WI); On-site; USD 65,000 - 85,000; Full time

Job summary

Power/mation is seeking a Customer Experience Supervisor for our Pewaukee, Wisconsin office. You will lead a team of approximately twenty CX professionals, ensuring timely order processing, issue resolution, and exceptional service.

You will collaborate across departments, mentor staff, and develop relationships with key customer accounts. Responsibilities include performance coaching, staffing coordination, process improvements, and regular training.

Qualifications

• Bachelor's degree in sales, marketing, or business administration preferred or equivalent experience.
• Minimum two years related experience.
• Ability to supervise a high-volume, deadline-driven environment.
• Strong organizational and multitasking skills.

Responsibilities

• Supervise daily operations of the Customer Experience team to ensure timely and accurate order processing and customer satisfaction.
• Monitor team performance and provide regular feedback and coaching; conduct annual evaluations and salary recommendations.
• Collaborate with internal departments to ensure seamless order processing.
• Handle escalated inquiries and complaints with professionalism and urgency.
• Develop and implement process improvements to enhance service delivery and efficiency.
• Train new hires and provide ongoing training on systems, products, and customer service.
• Track and analyze customer experience metrics to identify trends and drive improvement.
• Oversee workforce planning, scheduling, and resource allocation.

Skills

Team supervision

Customer service

CRM/ERP experience

Epicor P21

Time management

Education

Bachelor's degree

Tools

Epicor P21

Job description

Power/mation is seeking a Customer Experience Supervisor in our Pewaukee, Wisconsin office. You will be responsible for the execution of our Customer Experience strategy to ensure timely and accurate order processing, issue resolution, and delivery of exceptional customer service. Duties will include developing and mentoring a staff of approximately twenty local Customer Experience professionals, collaborating with other departments internally to streamline workflow, and developing relationships at key customer accounts.

Customer Experience Supervisor Typical Responsibilities:

• Supervise daily operations of the Customer Experience team to ensure timely and accurate order processing, issue resolution, and customer satisfaction.
• Monitor team performance and provide regular feedback and coaching. Conduct annual performance evaluations & make salary recommendations.
• Collaborate with other internal departments (procurement, fulfillment, accounting, outside sales, etc.) to ensure seamless order processing.
• Handle escalated customer inquiries and complaints with a sense of professionalism and urgency.
• Develop and implement process improvements to enhance service delivery and operational efficiency.
• Train new hires and provide ongoing training to existing team members on systems, products, and customer service.
• Track and analyze customer experience metrics (e.g., response time, order accuracy, customer satisfaction,) to identify trends and drive continuous improvement.
• Responsible for workforce planning, including scheduling, workload balancing, and resource allocation.
• Coordinate staffing coverage for the department including maintaining backup lists, approving time off as appropriate, and processing timecards.
• Organize and lead monthly team meetings involving suppliers and customer experience staff.
• Develop relationships with sales contacts at potential and existing accounts. Partner with Outside Sales representatives to expand business opportunities within these accounts.
• Maintain up-to-date knowledge of company products, services and industry trends. Attend factory and related training and meet with manufacturers to keep technical knowledge current.

Required Skills & Qualifications:

• Bachelor's degree in sales, marketing, or business administration and a minimum of two years related experience is preferred. Equivalent experience will be considered in lieu of the degree requirement.
• Ability to supervise and motivate a team in a high-volume, deadline-driven environment.
• Understanding of distribution logistics/operations and customer service principles.
• Familiarity with CRM & ERP technology. Prior experience with Epicor P21 desirable.
• Self-manager with strong organizational skills, able to multi-task, and can manage time to meet frequently changing deadlines in a fast-paced environment.
• Strong interpersonal skills capable of pleasant, courteous, and professional behavior when dealing with internal or external customers; development of constructive and cooperative working relationships with customers, and the display a good-natured, cooperative attitude.
• Resilient, willingness to take on challenges and persistence in the face of obstacles.
• Ability to travel to occasionally travel to other sales offices and customers/vendors as needed. Travel estimated at less than 10%.

About Power/mation:

With a rich history dating back to 1961, Power/mation is at the forefront of the automation industry. We partner with customers across Minnesota, Wisconsin, Illinois, Iowa, Nebraska, and the Dakotas with innovative solutions in motion control, logic control, robotics, pneumatics, software, sensors, vision, machine safety, power transmission, control panel components, and services. Visit our website at www.powermation.com to learn more about our history and future.