Customer Experience Supervisor

Azelis Holding S.A.; United States; Hybrid; USD 65,000 - 85,000; Full time

Job summary

Azelis Americas is seeking a Customer Experience Supervisor to lead our CX team, overseeing order-to-cash activities and ensuring quality service. The role requires hands-on leadership, training, and collaboration with sales, supply chain, and credit to resolve issues and improve processes.

Based in East Stroudsburg, PA with hybrid on-site requirements, the candidate will manage daily operations, mentor CXRs, and drive KPI performance while maintaining strong customer relationships and service

Qualifications

• Significant Customer Service or related experience required.
• Minimum 5 years of experience with 10+ years preferred management/leadership.
• Four-year college degree required; experience with ERP systems.

Responsibilities

• Lead, train, support and mentor CXRs to manage Order to Cash.
• Oversee order processing, inquiries and status updates; collaborate with Sales and Credit.
• Perform month-end tracking, KPI reporting and process improvements.
• Escalate issues and drive resolutions with cross-functional teams.

Skills

Customer service

Leadership

Team management

Communication

Problem solving

Education

Bachelor's degree

Tools

ERP system

Excel

Job description

Customer Experience Supervisor

This is a hybrid position with an on-site requirement in East Stroudsburg, PA.

The Customer Experience Team Supervisor will oversee a Customer Experience team (CXR’s) who are located at one or more of our office locations or who operate remotely. This role is expected to lead, train, support and mentor their team to efficiently manage the Order to Cash process (Order Management). This includes all aspects of a CXRs responsibilities including answering telephone calls, responding to emails of approx. 100 per day, proactively sending customers confirmation and notifications, order processing, following order through to billing process. The role requires extensive proactive communication with customers, the sales team, supply chain, logistics and the management team. Team Supervisor will also be responsible for escalation issues, and advising on resolution. Team Supervisor will be responsible for training and coaching of less experienced, or new CSR employees. Processing and entering monthly commissions, and billing of commissions. Primary support for daily operations to ensure CXR activities are completed efficiently and accurately. Perform month end tracking and team key performance indicators. Audit orders and emails for quality assurance. Update procedures and workflows. Act as subject matter expert on special projects.

Essential Duties and Responsibilities include the following:

• Embrace and work to the spirt of the Azelis mission and organizational tenants.
• Answer telephone and emails responding to both customer and internal employee’s needs.
• Build effective communication lines and relationship with their team, sales team and sales VP(s) and customers to develop a good understanding of how to support their needs.
• Order processing and customer inquiries as required. This includes communication to customers and sales team on order updates and status changes to their orders.
• Performs month end shipment tracking along with reservations and confirmations.
• Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through and handles escalation needs and calls.
• Communicate with and build a team relationship with the Sales Representatives that you are assigned to support.
• Communicate with Credit department to ensure urgent orders are released from credit hold.
• Handle customer complaints including documentation, disposition, root cause, corrective and preventative action.
• Continuously strive to create efficiencies and improvement in Customer Service Processes.
• Assist in training, coaching, and mentoring CXRs on their team.
• Manage team member workload, attendance/time off, and performance reviews.
• Assist in applying and developing best practices in our customer service processes.
• Assist in rollout and training of new systems and processes.
• Perform other functions of the customer service department as needed.
• Build effective communication lines with supply chain, logistics and the sales team.

Other Responsibilities include (but not limited to) Understand and adhere to/follow the department procedures and policies. Understand and adhere to/follow the Azelis Americas and CASE Business Additional responsibilities may be assigned as needed.

Key Strengths:

• Demonstrates Leadership Skills
• Able to Mentor and Train CXR’s
• Capable of leading teams
• Conflict Resolution Skills
• Excellent and proactive communication skills.
• Demonstrates input into department results, workflow, and processes for continuous improvement
• Detail-oriented and well organized
• Ability to multi-task and handle a high volume of work load with attention to detail at all times.
• Self-motivated, honest, dependable and a high level of integrity
• Superior interpersonal skills
• Can do attitude- No job is too small or big mentality

Competencies:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; demonstrates group presentation skills and a good command presence; participates in meetings.
• Written Communication - Writes clearly and informatively; presents numerical data effectively.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources. has a strong command of margin optimization opportunities within the operation.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses.

Qualifications:

• Significant Customer Service or related Experience required, minimum 5 Years’ Experience with 10 preferred Management/Leadership experience of at least 3-5 years required 4 year College degree (exceptions with extensive on the job experience) Experience with order entry into a ERP system.
• Knowledge of freight terms and chemical packaging a plus.
• Good PC hardware and MS Office software skills, especially with excel.
• Experience with order entry into a ERP system.
• Ability to read, analyze, and interpret general business correspondence.
• Effectively present information as necessary in written and spoken form.
• Good basic math skills.
• Able to treat others with respect and dignity.
• Able to maintain confidentiality on sensitive issues.
• Able to effectively work in a team-based and quality driven environment, where all team members hold themselves mutually accountable.

Azelis is a leading global innovation service provider in the specialty chemical and food ingredients industry, present in 63 countries across the globe with over 3,800 employees. Our knowledgeable teams of industry, market and technical experts are each dedicated to a specific market within Life Sciences and Industrial Chemicals. We offer a lateral value chain of complementary products to more than 59,000 customers, supported by +2,700 principal relationships, creating a turnover of €4.1 billion (2022). Azelis Group NV is listed on Euronext Brussels under ticker AZE. Across our extensive network of more than 60 application laboratories, our award-winning staff help develop formulations and provide technical guidance throughout the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated, and unique digital service to local customers and attractive -business opportunities to principals. Top industry-rated by Sustainalytics, Azelis is a leader in sustainability. We believe in building and nurturing solid, honest and transparent relationships with our people and partners. Impact through ideas. Innovation through formulation.

Azelis Americas is an equal opportunity workplace. Individuals seeking employment are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. You can view the EEOC Know Your Rights poster here.

Azels Americas’ U.S. entities participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Azelis is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Azelis Americas is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at [e-mail].