Customer Experience Team Supervisor

Top Prospect Group; Shelton (CT); On-site; USD 80,000 - 90,000; Full time

Job summary

Top Prospect Group is seeking a Customer Experience Team Supervisor onsite in Shelton, CT. You will lead the Order Management team to deliver consistent, high-quality customer service and drive KPI performance, coaching staff and coordinating with Sales, Planning and Manufacturing to ensure timely commitments.

You will develop and maintain standard procedures, support training, and promote accountability and a customer-centric culture within the team.

Qualifications

• Bachelor degree or higher and relevant work experience.
• Minimum 5 years of customer service experience; team lead or SME preferred.
• Experience leading order management teams and handling high volumes of orders.
• ERP systems experience to manage orders; Epicor preferred.
• Experience with BI/reporting tools and data analysis.
• Strong leadership, communication, organizational, problem-solving and customer service skills.

Responsibilities

• Lead, coach and develop the Order Management Representative (OMR) team to deliver high-quality service.
• Monitor daily order management activities and ensure inquiries and orders meet service standards.
• Balance workloads and assignments to maintain efficient operations and coverage.
• Develop cross-training and backup coverage for continuity.
• Collaborate with Sales, Planning, Manufacturing, Logistics, Finance and others to resolve issues.
• Maintain SOPs, training materials and onboarding for new members.
• Support initiatives and projects aligned with CX goals.
• Model safe work habits and maintain a clean, compliant work environment.

Skills

Leadership

Communication

Problem-solving

Customer service

Team leadership

BI tools

Office software

Education

Bachelor's degree

Tools

Epicor ERP

Excel

Outlook

Microsoft Office

Job description

Job Title: Customer Experience Team SupervisorLocation: Onsite Shelton CT Type: Direct Hire Full Time Salary: $80-90K DOE plus excellent benefits and discretionary bonusCustomer Experience Team SupervisorJob SummaryThe Customer Experience Team Supervisor is responsible for leading the daily execution of the Customer Experience organization by developing a high-performing Order Management team and ensuring consistent, best-in-class service for customers. This role provides frontline leadership for customer order execution, service quality, and operational consistency while coaching, developing, and supporting Order Management Representatives (OMRs).Working closely with Sales, Planning, Manufacturing, Logistics, Marketing, and the Senior CX Strategist, the Team Supervisor ensures customer commitments are executed efficiently, service risks are identified early, and standardized processes are consistently followed. The role drives team performance through coaching, KPI management, workflow compliance, and continuous process improvement while fostering a culture of accountability, collaboration, and customer focus.The Customer Experience Team Supervisor serves as the operational leader for the OMR team, ensuring the department delivers a consistent customer experience while supporting organizational growth through strong execution, talent development, and continuous improvement.Essential Job ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties and functions may be added or assigned.Lead, coach, and develop the Order Management Representative (OMR) team to deliver consistent, high-quality customer service.Monitor daily order management activities and ensure customer inquiries and orders are completed within established service standards.Balance team workloads and account assignments to maintain efficient operations and service coverage.Develop and maintain cross-training and backup coverage to ensure continuity across the team.Monitor order fulfillment, inventory concerns, and customer service risks, partnering with the Senior CX Strategist and Operations as needed.Serve as the first point of escalation for customer service issues and support the team in resolving complex situations.Monitor team performance, provide regular coaching and feedback, and support employee development and performance reviews.Partner with Sales, Planning, Manufacturing, Distribution, Finance, and other departments to resolve customer issues and improve operational processes.Maintain and support Customer Experience standard operating procedures, training materials, and onboarding for new team members.Promote a collaborative, accountable, and customer-focused team environment aligned with organizational values.Support the CX Manager with departmental initiatives, process improvements, projects, and organizational goals.SafetyPractice safe work habits and follow general safety procedures, including proper lifting and bending, ergonomics, proper equipment use, and use of personal protective equipment (PPE).Maintain good housekeeping, including a clutter-free work area and general cleaning.Follow applicable FDA product safety standards and product defense standards.Comply with all applicable SQF requirements.Ensure proper lockout procedures are followed whenever equipment is being cleaned or maintained.Product Safety and QualityFollow all applicable Product Safety and Quality standards.Follow FDA Good Manufacturing Practices (GMPs) regarding food-contact packaging as they pertain to the position.Minimum RequirementsThe following knowledge, skills, and abilities are required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Bachelor’s degree (BA or BS) from a four-year college or university, or equivalent combination of education and comparable work experience.Minimum of 5 years of customer service experience; team lead or senior subject matter expert (SME) experience preferred.Experience leading order management teams and managing high volumes of customer orders.Demonstrated proficiency with Microsoft Office, including Excel and Outlook.Experience working with ERP systems to manage and process customer orders; Epicor experience preferred.Experience using business intelligence and reporting tools.Strong leadership, communication, organizational, problem-solving, and customer service skills.Ability to effectively collaborate with cross-functional teams and manage competing prioritiesAbout UsFounded in 2010, Top Prospect Group specializes in connecting high-quality candidates with top-tier clients. In 2023, we joined HW Staffing Solutions, expanding our national footprint across manufacturing, engineering, logistics, and technology.Interested Candidates – Apply TodayPlease submit:A clean copy of your resumeSalary expectationsAvailability#INDTPGSHELTON