Customer Experience Team Leader

Formica; Cincinnati (OH); On-site; USD 48,000 - 68,000; Full time

Job summary

Formica, a respected leader in its field, seeks a Customer Service Supervisor in Cincinnati. You will guide a customer service team, drive excellence, and ensure policy adherence while solving complex issues for clients.

You will leverage your strong communication, leadership, and analytical skills to enhance service levels, train staff, and align with sales goals. This role operates on-site with standard business hours.

Qualifications

• Undergraduate degree in a relevant field.
• Experience in people leadership and team motivation.
• Strong communication, problem solving and analytics.
• Proficiency with ERP systems and MS Office.

Responsibilities

• Lead and manage a team, including hiring, evaluations, and coaching.
• Identify training needs and implement development programs.
• Maintain strong internal and external customer relationships.
• Coordinate with sales to support programs and projects.
• Own and resolve escalated customer issues.
• Manage daily team workflow and department priorities.
• Attend weekly management meetings to set direction.
• Participate in cross-functional teams and provide backup support.

Skills

Communication

Leadership

Problem solving

Analytical skills

Bilingual English & Spanish/French

Education

Bachelor's degree or higher

Tools

Infor LX ERP

Microsoft Office

Job description

Formica, a respected leader in its field, seeks a Customer Service Supervisor in Cincinnati. You will guide a customer service team, drive excellence, and ensure policy adherence while solving complex issues for clients.

You will leverage your strong communication, leadership, and analytical skills to enhance service levels, train staff, and align with sales goals. This role operates on-site with standard business hours.