Global Customer Experience Lead – International

Visual Comfort & Co.; Minnesota; On-site; USD 66,000 - 70,000; Full time

Benefits offered by this job

Work-Life Balance

Training & Development

Paid Time Off

Holidays

Compensation

Health Benefits

Insurance

Retirement

Job summary

Visual Comfort & Co. seeks an experienced Customer Experience International Supervisor to lead the international CX team and manage the end-to-end order lifecycle from purchase to post-delivery support.

You will coordinate with sales, distributors, and cross-functional teams to ensure accurate, timely, and compliant service for global customers. The role requires leadership experience, strong communication, and knowledge of export processes, HTS and Incoterms.

Qualifications

• Bachelor's degree preferred in Business Administration, International Business, Supply Chain, Logistics, or related field.
• Minimum 3 years in international customer service, order management, export operations, logistics, or similar; leadership experience.
• Working knowledge of international logistics, EEI filings, HTS codes, Incoterms, and compliance checks.

Responsibilities

• Lead and manage a team of International Customer Experience Specialists with daily direction, coaching, and training.
• Oversee full international order lifecycle from PO receipt to booking, fulfillment, shipment, and post-delivery support.
• Ensure orders are processed accurately in JDE, Salesforce, Partner Insight, and ACE Portal; manage pricing, codes, and shipping instructions.
• Oversee export documentation: commercial invoices, packing lists, certificates of origin, and other records.
• Maintain HTS codes, Incoterms, EEI filings, and export compliance; enforce internal guidelines.
• Act as primary escalation point for complex international issues, driving timely resolution.
• Monitor open orders, backorders, RMAs, and provide proactive status updates to customers and internal partners.
• Collaborate with Sales, Logistics, Finance, Engineering, Compliance, and others to remove obstacles and meet deadlines.
• Develop and maintain international customer service standards, procedures, and training materials.

Skills

Leadership

Team coaching

Customer service

Communication

Problem solving

Time management

Attention to detail

Analytical skills

Education

Bachelor's degree in Business Administration or related

Tools

JDE

Salesforce

Partner Insight

ACE Portal

Job description

Visual Comfort & Co. seeks an experienced Customer Experience International Supervisor to lead the international CX team and manage the end-to-end order lifecycle from purchase to post-delivery support.

You will coordinate with sales, distributors, and cross-functional teams to ensure accurate, timely, and compliant service for global customers. The role requires leadership experience, strong communication, and knowledge of export processes, HTS and Incoterms.