Customer Experience Team Supervisor

The Panther Group; Shelton (CT); On-site; USD 85,000 - 110,000; Full time

Job summary

The Panther Group seeks an experienced Customer Experience Team Supervisor to lead an Order Management team, ensuring high-quality customer interactions and efficient order execution. The role focuses on frontline leadership, coaching of Order Management Representatives, and cross-functional coordination to maintain service standards.

Ideal candidates will manage high volumes of orders, drive process improvements, and partner with Sales, Planning, Manufacturing, and Finance to resolve issues and

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 5+ years of customer service experience, with Team Lead or Senior SME experience preferred.
• Experience leading order management or customer service teams.
• Experience managing a high volume of customer orders.
• Strong Excel and Outlook skills and ERP systems experience (Epicor preferred).
• Experience using business intelligence and reporting tools and strong communication.

Responsibilities

• Lead, coach, and develop the Order Management Representative team.
• Oversee daily order management activities and ensure inquiries and orders meet service standards.
• Balance workloads and account assignments to maintain efficient operations.
• Develop cross-training and backup coverage for continuity.
• Monitor order fulfillment, inventory concerns, and customer service risks.
• Serve as the first escalation point for customer service issues and resolve complex situations.
• Monitor team performance and provide ongoing coaching and development.
• Support performance reviews and professional development.
• Partner with Sales, Planning, Manufacturing, Distribution, Finance, and other departments to resolve issues and improve processes.
• Maintain and support customer experience procedures, training materials, and onboarding programs.
• Promote a collaborative, accountable, and customer-focused team environment.
• Support management with departmental initiatives, projects, and organizational goals.

Skills

Customer service leadership

Team leadership

Cross-functional collaboration

Excel proficiency

ERP systems (Epicor)

BI/reporting tools

Communication skills

Organizational skills

Education

Bachelor’s degree or equivalent

Tools

Epicor ERP

Excel

Outlook

BI tools

Job description

Customer Experience Team Supervisor Position Overview

We are seeking an experienced Customer Experience Team Supervisor to lead the daily operations of an Order Management team and ensure a consistent, high-quality customer experience. This role provides frontline leadership for customer order execution, service quality, and operational efficiency while coaching and developing Order Management Representatives (OMRs). The ideal candidate will be a strong people leader with experience managing high-volume customer orders and coordinating across multiple departments.

Key Responsibilities

• Lead, coach, and develop the Order Management Representative team.
• Oversee daily order management activities and ensure customer inquiries and orders are handled within established service standards.
• Balance workloads and account assignments to maintain efficient operations and appropriate service coverage.
• Develop cross-training and backup coverage to ensure continuity across the team.
• Monitor order fulfillment, inventory concerns, and customer service risks.
• Serve as the first point of escalation for customer service issues and assist with resolving complex situations.
• Monitor team performance and provide ongoing coaching, feedback, and development.
• Support employee performance reviews and professional development.
• Partner with Sales, Planning, Manufacturing, Distribution, Finance, and other departments to resolve customer issues and improve processes.
• Maintain and support customer experience procedures, training materials, and onboarding programs.
• Promote a collaborative, accountable, and customer-focused team environment.
• Support management with departmental initiatives, process improvements, projects, and organizational goals.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 5+ years of customer service experience, with Team Lead or Senior SME experience preferred.
• Experience leading order management or customer service teams.
• Experience managing a high volume of customer orders.
• Strong Microsoft Office skills, particularly Excel and Outlook.
• Experience working with ERP systems for order management and processing; Epicor experience preferred.
• Experience using business intelligence and reporting tools.
• Strong communication, organizational, problem-solving, and leadership skills.
• Ability to work effectively across multiple departments and manage competing priorities.

What This Role Offers

This is an opportunity to take a leadership role within a customer-focused organization, developing a team while helping improve order management, operational consistency, and the overall customer experience. #INDDIR