Supervisor, Customer Experience

panduit; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Flexible work options

Generous time off

Job summary

Panduit is seeking a Supervisor, Customer Experience to lead a high-performing team of CX Advocates delivering customer-first service. You will drive operational excellence through issue resolution, process optimization, and coaching.

The role requires strong leadership, adaptability, analytics, and a passion for improving the customer experience. Education: Associate's degree required; Bachelor's preferred.

Qualifications

• Associate's degree required; Bachelor's preferred or relevant equivalent experience.
• 5–7 years of leadership in customer service or related areas.
• Experience coaching teams and handling escalations.

Responsibilities

• Lead and develop a team of Customer Experience Advocates to deliver customer-first service.
• Provide ongoing coaching, feedback, and career development opportunities.
• Guide teams through evolving processes, systems, and priorities.
• Build cross-functional relationships to ensure seamless customer support and alignment.
• Monitor performance metrics and data to drive improvements and decisions.
• Resolve complex escalations and identify root causes for process improvements.
• Train team members on systems, tools, and reporting, collaborating with stakeholders.

Skills

Customer Service

Leadership

Coaching & Development

Relationship Building

Interpersonal Communication

Collaboration

Change Management

Problem Solving

Performance Management

Reporting & Analytics

Continuous Improvement

Customer Escalation Management

Education

Associate's Degree

Bachelor's Degree (preferred)

Tools

Microsoft Dynamics CRM

Oracle Fusion ERP

Microsoft Office Suite

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,

If you're a collaborative leader who thrives on developing people, solving challenges, and creating exceptional customer experiences, we'd love to hear from you. As a Supervisor, Customer Experience, you will lead and develop a high-performing team of Customer Experience Advocates dedicated to delivering seamless, customer-centric service. You will drive operational excellence by resolving complex customer issues, optimizing processes, and ensuring service, quality, and productivity goals are met. Success in this role requires strong leadership, adaptability, analytical problem-solving skills, and a passion for coaching teams, building relationships, leading through change, and continuously improving the customer experience.

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.

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)