Customer Experience Supervisor

4 weeks ago

Cannon Falls, Minnesota, United States Gemini Inc. Full time


We are looking for an energetic, action-oriented leader to drive our Customer Experience team to the next level. Are you interested in working with a great group of people and being a driving force for improvements? Do you enjoy managing projects and delivering results to the business while ensuring we give our customers a positive experience? If this sounds exciting to you, then please apply for our Customer Service Supervisor position in Cannon Falls, MN.

Purpose Statement

Responsible for the processes and systems related to the servicing of customers and support of the Customer Experience team members. Directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction, and motivation to enable their success.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Partners with Customer Experience Manager and other leaders to manage policy deployment in the areas of safety, quality, delivery, cost/lean processes, customer satisfaction, and employee relations. This includes directing the team's improvement efforts in the creation and monitoring of key process improvement measurements and their graphic display.
  • Directs staffing, training, and performance evaluations to develop and improve the customer experience function. Supports new orientation and develops a culture that welcomes and engages new members.
  • Coaches and motivates the team in providing daily customer service and technical advice. Actively develops people to take on roles of greater responsibility.
  • Maintains group and individual records (attendance, tardiness, vacations, etc.) for performance evaluations, disciplinary actions, and guidance in the professional development of group members.
  • Assists sales and engineering with new product research, customer requirements and market trends.
  • Partner with and support Human Resource objectives.
  • Be an intermediary/liaison for internal customers (i.e. production, accounting, IT, etc.) & external customers to resolve conflicts, solve problems, clarify requirements and negotiate resolutions customers.
  • Travel required which includes but not limited to trade shows, customer locations and other Gemini facilities to improve communication and determine training opportunities.
  • Assist in the preparation and presentation of information at department meetings as required.
  • Maintain an exemplary customer service/problem solving attitude and handle difficult customer situations to our customer's satisfaction.
  • All other duties as needed for the benefit of the group or organization.

Skills and Abilities

  • Strong leadership, coaching, communication, interpersonal, and problem-solving skills.
  • Must be highly organized with the ability to perform multiple tasks and effective prioritize.
  • Working knowledge of budgets and financial statements.
  • Knowledge of scheduling practices.
  • Ability to influence and adapt to continuous improvement driven change.
Qualifications - Education & Experience
  • Bachelor's degree from a four-year college (preferred) or a two-year associate degree and a minimum of five years of experience in similar role.
  • Supervisory experience in a customer service or production environment.
  • Strong leadership, communication, interpersonal relationship, and problem-solving skills.
Physical Demands/Environmental Factors
  • Position typically operates in a professional office environment.
  • Periodic travel is required to attend trade shows, visit productions sites, and visit customers.

Benefits:

  • $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels)
  • 4% Retirement Match with Additional Profit Sharing
  • Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick)
  • Dental, Vision, Disability and Life Insurance
  • Use of Company Owned Resort in Hayward, WI
  • Tuition Reimbursement Program

About Us:

  • As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, and Stewardship.
  • We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability.
  • Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email; or call and ask for the Human Resources Representative assigned to the location of interest.
  • Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.


We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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