Customer Experience Supervisor: Team Leader & Optimizer

Power/mation Solutions Group; 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 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.