Customer Experience Supervisor: Lead CX Team

U.S. Water Heating; Fort Smith (AR); On-site; USD 70,000 - 90,000; Full time

Job summary

Rheem North America seeks a Supervisor, Customer Experience to lead the CX team operating on-site in Fort Smith, AR, and support internal and external customers with complex issues. You will ensure accurate requirements, expectations, and fulfillment while driving service quality and efficiency.

The role emphasizes servant leadership, process improvement, and collaboration across ERP and order management systems to meet CX goals and strategic initiatives.

Qualifications

• Bachelor’s degree in Business, Statistics, Economics, or related field.
• 5+ years’ experience in customer service or call center operations.
• Experience supervising others.
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and knowledge of MS Office Suite.

Responsibilities

• Onboard and train call center personnel.
• Coach call center staff through challenging customer service issues.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy.

Skills

Customer service leadership

Team supervision

Communication skills

Process improvement

Data analysis

Education

Bachelor’s Degree in Business, Statistics, Economics, or related field

Tools

Oracle ERP

AS400

MS Office Suite

Order Management Systems

Job description

Rheem North America seeks a Supervisor, Customer Experience to lead the CX team operating on-site in Fort Smith, AR, and support internal and external customers with complex issues. You will ensure accurate requirements, expectations, and fulfillment while driving service quality and efficiency.

The role emphasizes servant leadership, process improvement, and collaboration across ERP and order management systems to meet CX goals and strategic initiatives.