Customer Experience Supervisor - Pewaukee, WI

Power/mation Solutions Group; City of Pewaukee (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Power/mation is seeking a Customer Experience Supervisor to lead the Pewaukee, Wisconsin team responsible for timely order processing, issue resolution and exceptional service. You will mentor about twenty local CX professionals and partner with sales to expand opportunities.

Responsibilities include workforce planning, performance coaching, process improvements, and ongoing training on systems, products, and customer service. Travel is limited to under 10% as needed.

Qualifications

• Bachelor's degree or equivalent experience in sales, marketing or business administration is preferred.
• Ability to supervise and motivate a team in a fast-paced environment.
• Understanding of distribution logistics/operations and customer service principles.
• Familiarity with CRM & ERP technology; Epicor P21 desirable.
• Self-manager with strong organizational skills and ability to multi-task.
• Strong interpersonal, professional and courteous behavior with customers and teams.
• Resilient with willingness to take on challenges and persist.
• Travel to other sales offices/customers/vendors estimated <10%.

Responsibilities

• Supervise daily operations of the Customer Experience team to ensure timely order processing and customer satisfaction.
• Monitor team performance, provide feedback and conduct evaluations with salary recommendations.
• Collaborate with procurement, fulfillment, accounting and sales to ensure seamless order processing.
• Handle escalated inquiries and complaints with professionalism and urgency.
• Develop and implement process improvements to enhance service delivery.
• Train new hires and provide ongoing training on systems, products and customer service.
• Track and analyze CX metrics to identify trends and drive improvements.
• Plan workforce, scheduling, workload balance and resource allocation.
• Coordinate staffing coverage and timecards; lead monthly team meetings with suppliers and CX staff.
• Develop relationships with sales contacts and expand opportunities within accounts.
• Maintain up-to-date knowledge of products and industry trends; attend training.

Skills

Team leadership

Organizational skills

Customer service principles

Communication skills

Travel readiness

Problem solving

Education

Bachelor's degree in sales, marketing, or business administration

Tools

CRM/ERP software

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.