Supervisor, Customer Experience

Panduit; Tinley Park (IL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive pay & benefits

Work-life balance

Generous time off

401(k) match & profit sharing

Parental leave

In-office 50% in Tinley Park

Job summary

Panduit is seeking a Supervisor, Customer Experience to lead and develop a high-performing team of Customer Experience Advocates focused on delivering seamless, customer-centric service. The role demands 5–7 years in customer service with leadership responsibilities and a strong focus on coaching, analytics, and cross-functional collaboration.

The position requires an Associate's Degree and offers a path to growth within an inclusive, solutions-driven environment.

Qualifications

• Associate's Degree required; Bachelor's Degree preferred or relevant equivalent experience in lieu of degree.
• 5-7 years of customer service, customer experience, contact center, or related leadership experience, including direct people management responsibilities.
• Skills include Customer Service, Leadership, Coaching and Development, Relationship Building, Interpersonal Communication, Collaboration, Change Management, Problem Solving, Performance Management, Reporting and Analytics, Continuous Improvement, and Customer Escalation Management.

Responsibilities

• Lead, coach, and develop a team of Customer Experience Advocates, fostering engagement, accountability, performance, and a customer-first culture.
• Provide ongoing performance feedback, career development, and coaching to help team members expand their expertise, grow into subject matter experts, and achieve individual and team goals.
• Guide team members through evolving business processes, systems, and priorities, promoting adaptability and supporting successful change adoption.
• Build strong cross-functional relationships to ensure seamless customer support, operational alignment, and effective resolution of customer issues.
• Monitor and analyze performance metrics, customer trends, and operational results to support data-driven decision-making and continuous improvement initiatives.
• Resolve complex customer escalations, identify root causes, and implement process improvements that enhance customer outcomes and operational efficiency.
• Train and mentor team members on systems, tools, reporting requirements, and operational best practices while collaborating with stakeholders across the fulfillment network to drive continuous improvement.

Skills

Leadership

Coaching and development

Customer Service

Relationship Building

Interpersonal Communication

Collaboration

Change Management

Problem Solving

Performance Management

Reporting and Analytics

Continuous Improvement

Customer Escalation Management

Education

Associate's degree

Bachelor's degree preferred

Tools

Microsoft Dynamics CRM

Oracle Fusion ERP

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

At Panduit, we don’t just offer a job – we offer a career where your contributions directly impact our customers, the environment and our company’s success. You’ll have the opportunity to grow, innovate, and be a part of an inclusive team that celebrates both individual and collective achievements. If you’re ready to elevate your career and help us deliver exceptional experiences to our customers, we’re looking for a Supervisor, Customer Experience to lead and develop a high-performing team of Customer Experience Advocates dedicated to delivering seamless, customer‑centric service.

What You Will Do

• Lead, coach, and develop a team of Customer Experience Advocates, fostering engagement, accountability, performance, and a customer-first culture.
• Provide ongoing performance feedback, career development, and coaching to help team members expand their expertise, grow into subject matter experts, and achieve individual and team goals.
• Guide team members through evolving business processes, systems, and priorities, promoting adaptability and supporting successful change adoption.
• Build strong cross‑functional relationships to ensure seamless customer support, operational alignment, and effective resolution of customer issues.
• Monitor and analyze performance metrics, customer trends, and operational results to support data‑driven decision‑making and continuous improvement initiatives.
• Resolve complex customer escalations, identify root causes, and implement process improvements that enhance customer outcomes and operational efficiency.
• Train and mentor team members on systems, tools, reporting requirements, and operational best practices while collaborating with stakeholders across the fulfillment network to drive continuous improvement.

What You Will Bring

Education: Associate's Degree required; Bachelor's Degree preferred or relevant equivalent experience in lieu of degree.

Experience: 5-7 years of customer service, customer experience, contact center, or related leadership experience, including direct people management responsibilities.

Skills: Customer Service, Leadership, Coaching and Development, Relationship Building, Interpersonal Communication, Collaboration, Change Management, Problem Solving, Performance Management, Reporting and Analytics, Continuous Improvement, and Customer Escalation Management.

Preferred Technical Skills: Experience utilizing Microsoft Dynamics CRM, Oracle Fusion ERP, and Microsoft Office Suite (Excel, Word, PowerPoint) to manage customer interactions, analyze performance trends, support reporting, and drive operational decision‑making.

What We Can Offer You

• Competitive Pay & Benefits: Enjoy a robust Total Rewards Program that includes health, financial benefits, and more.
• Work-Life Balance: Flexible work options to help you achieve the perfect work‑life balance. This role will require you to be in the office 50% of the time (schedule based on manager's discretion).
• Generous Time Off: Take advantage of our generous vacation, sick days, holidays, plus a volunteer day to give back to the community.
• Retirement & Growth: 401(k) match, profit sharing, and abundant growth and development opportunities to help you advance your career.
• Parental Leave: Because we care about your family and your future.
• Compensation: The expected annual base salary range for this role is $70,000- $90,000. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, qualifications, as well as market and business considerations.

Making the connections that matter.

We believe great ideas thrive when every voice is welcomed, valued, and empowered.

As an Equal Opportunity Employer, we are committed to fostering a workplace culture where inclusion, belonging, and accountability are woven into everything we do.

Applicants must be currently authorized to work in the United States on a full‑time basis.

Panduit will not sponsor applicants for work visas now or in the future.

All roles, including remote positions, require an in‑person interview as part of the hiring process.

Work Shift Day (United States of America)

Panduit thrives on ingenuity and enterprise. We focus on solving problems and achieving success through our comprehensive infrastructure portfolios, helping organizations navigate digital, electrical, and workforce transformations for sustainable growth. As a leading global manufacturer of high‑quality electrical and network infrastructure and connectivity solutions, we operate from our headquarters in Tinley Park, Ill., USA, and across 112 worldwide locations. We drive innovation through strategic R&D investments and breakthrough product development while providing seamless global support and service. Since 1955, our commitment to our customers has remained constant, and is guided by our cultural beliefs – Earn Trust, Be Focused, Own Results, Think Differently, Collaborate, and Simplify. Together, we create exceptional solutions that support our customers’ businesses in a way that’s good for them and good for the world. At Panduit, we’re making the connections that matter.