Customer Experience Team Leader

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 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.