Supervisor, Customer Experience

U.S. Water Heating; Fort Smith (AR); On-site; USD 70,000 - 90,000; Full time

Job summary

Rheem North America seeks a Supervisor, Customer Experience to lead the CX team operating on-site in Fort Smith, AR, and support internal and external customers with complex issues. You will ensure accurate requirements, expectations, and fulfillment while driving service quality and efficiency.

The role emphasizes servant leadership, process improvement, and collaboration across ERP and order management systems to meet CX goals and strategic initiatives.

Qualifications

• Bachelor’s degree in Business, Statistics, Economics, or related field.
• 5+ years’ experience in customer service or call center operations.
• Experience supervising others.
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and knowledge of MS Office Suite.

Responsibilities

• Onboard and train call center personnel.
• Coach call center staff through challenging customer service issues.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy.

Skills

Customer service leadership

Team supervision

Communication skills

Process improvement

Data analysis

Education

Bachelor’s Degree in Business, Statistics, Economics, or related field

Tools

Oracle ERP

AS400

MS Office Suite

Order Management Systems

Job description

The Supervisor, Customer Experience is responsible for overseeing the division's Customer Experience Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment.

This position will serve Rheem North America, located inFort Smith, AR (preferred), O'Fallon, MO, or Montgomery, AL. This is an on-site position.

• Onboard and train call center personnel.
• Manage all aspects of New Employee work-area set up.
• Coach call center staff through challenging customer service issues.
• Handle escalation calls as a tier above the Customer Experience Representative.
• Analyze call center data and provide reports for upper management.
• Continually evaluate staff effectiveness and performance.
• Lead team meetings and 1:1 meetings with direct reports.
• Prepare & give presentations.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Establish a high standard for productivity, quality, customer service as well as define guidelines.
• Develop annual goals for self and team aligning to the overall CX strategy
• Continuous Improvement experience
• Process improvements experience
• Servant leadership skills – listening, empathy, self-awareness, foresight, commitment to growth, building community
• Other duties as assigned.

• Bachelor’s Degree in Business, Statistics, Economics, or related field

• 5+ years’ experience customer service or customer call center operations

• Experience supervising others

• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.

• Excellent communication skills, written and verbal, with attention to detail and accuracy.

• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.

• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.

• Demonstrated ability to work well with others is a matrix team environment

• Ability to present information and respond to questions from groups, manager, clients, and customers

• Recognize and implement process improvement.

• Understanding of supply chain logistics.

  HOW TO STAND OUT:

• Advanced Degree in Business, Statistics, Economics, or related field

• Experience in HVACR or related industry

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING OTHERS, you will be expected to demonstrate the following competencies and behaviors:

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading the Team
• Facilitating Change
• Fostering Relationships/ Emotional Intelligence
• Influencing
• Problem Solving & Decision Making
• Supporting Innovation

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.