Customer Experience Team Lead — Elevate Service & Growth

Panduit; Tinley Park (IL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive pay & benefits

Work-life balance

Generous time off

401(k) match & profit sharing

Parental leave

In-office 50% in Tinley Park

Job summary

Panduit is seeking a Supervisor, Customer Experience to lead and develop a high-performing team of Customer Experience Advocates focused on delivering seamless, customer-centric service. The role demands 5–7 years in customer service with leadership responsibilities and a strong focus on coaching, analytics, and cross-functional collaboration.

The position requires an Associate's Degree and offers a path to growth within an inclusive, solutions-driven environment.

Qualifications

• Associate's Degree required; Bachelor's Degree preferred or relevant equivalent experience in lieu of degree.
• 5-7 years of customer service, customer experience, contact center, or related leadership experience, including direct people management responsibilities.
• Skills include Customer Service, Leadership, Coaching and Development, Relationship Building, Interpersonal Communication, Collaboration, Change Management, Problem Solving, Performance Management, Reporting and Analytics, Continuous Improvement, and Customer Escalation Management.

Responsibilities

• Lead, coach, and develop a team of Customer Experience Advocates, fostering engagement, accountability, performance, and a customer-first culture.
• Provide ongoing performance feedback, career development, and coaching to help team members expand their expertise, grow into subject matter experts, and achieve individual and team goals.
• Guide team members through evolving business processes, systems, and priorities, promoting adaptability and supporting successful change adoption.
• Build strong cross-functional relationships to ensure seamless customer support, operational alignment, and effective resolution of customer issues.
• Monitor and analyze performance metrics, customer trends, and operational results to support data-driven decision-making and continuous improvement initiatives.
• Resolve complex customer escalations, identify root causes, and implement process improvements that enhance customer outcomes and operational efficiency.
• Train and mentor team members on systems, tools, reporting requirements, and operational best practices while collaborating with stakeholders across the fulfillment network to drive continuous improvement.

Skills

Leadership

Coaching and development

Customer Service

Relationship Building

Interpersonal Communication

Collaboration

Change Management

Problem Solving

Performance Management

Reporting and Analytics

Continuous Improvement

Customer Escalation Management

Education

Associate's degree

Bachelor's degree preferred

Tools

Microsoft Dynamics CRM

Oracle Fusion ERP

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Panduit is seeking a Supervisor, Customer Experience to lead and develop a high-performing team of Customer Experience Advocates focused on delivering seamless, customer-centric service. The role demands 5–7 years in customer service with leadership responsibilities and a strong focus on coaching, analytics, and cross-functional collaboration.

The position requires an Associate's Degree and offers a path to growth within an inclusive, solutions-driven environment.