Customer Experience Supervisor

4 weeks ago

Kalamazoo, United States Kalsec, Inc. Full time
Our purpose is unlocking the potential of people, nature, and science to nourish the world. We consistently incorporate social and environmental impact into decision making given its importance to the success and profitability to our business.

At Kalsec, we are committed to creating a diverse and inclusive environment by embracing the wisdom and strengths that diversity brings.

Job Summary: Lead and cultivate an environment where customer orders and service needs are the highest priority, and where the team embodies the Kalsec® service commitment of being prompt, professional, consultative, friendly, and helpful. You and your team will work as part of the sales process, to provide superior service to our customers and strive for first contact customer resolutions, in a manner consistent with company objectives. The Customer Experience Supervisor will monitor, measure, motivate, and manage individual and team achievements. The role's success is driven by the success of the overall team.

Essential Job Responsibilities:
  1. Supervise designated employees in the Customer Experience Department. This position is responsible for coaching and motivating the CE team and ensuring that all team members adhere to appropriate procedures, turnaround times, and policies. Supervisory duties include selecting new employee talent that fits the culture and succession planning needs, creating action plans and performance evaluations, coaching and mentoring for career development, authorization of timecards, and involvement in corrective actions and problem solving. In addition:
    1. Be approachable and accessible to the team during standard business hours.
    2. Ensure maximum team productivity
    3. Action planning and performance evaluations
    4. Career development of team members
  2. Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues
    1. Act as contact for key manufacturing meetings and manage the backorder process.
  1. Effectively recruit, hire, train, and retain talented members of the Customer Experience Team.
    1. Ensure delivery of a world class customer experience to our customers an uphold team standards for quality assurance and continuous improvement,
    2. Collaborate with the Customer Experience Manager to develop training sessions for the team.
  1. Serve as the CE team's lead contact for Salesforce
    1. Maintain working knowledge of email-to-case automation and processes
    2. Collaborate with Kalsec's Salesforce administrator to Initiate updates and system changes as needed
    3. Act as a Salesforce resource for global CE teams
  1. Maintain a working knowledge and understanding of, and serve as a resource to the Customer Experience team on:
    1. Kalsec® competitors across product lines
    2. Customer segmentation and service support
    3. International shipping requirements and processes; country specific import requirements; Inco term guidelines; harmonized tariff classifications (in collaboration with Logistics for up-to-date information)
    4. Our business relationship and practices with both domestic and international representatives.
    5. Kalsec' s Sales & Marketing strategies in domestic and international markets and associated customers.


  1. As the Customer Experience Supervisor, you must be able to personally ensure your team can convey a sense of expertise in our products and solutions to customers. Also, independently identify system, workflow, and process improvements to enhance the team's efficiencies.
  1. Provide support for the Customer Experience Manager as directed. Including but not limited to:
    1. Participating as needed in the Customer Experience Survey and presenting solutions to close gaps and enhance customer support based on the data received.
    2. Leading assigned projects
    3. Successfully leading company & departmental initiatives with the team
    4. Identifying appropriate metrics for the CE team and measuring performance and quality against these standards.
    5. Provide support to management in the event of a recall or other customer communications.

Education/Experience:

Required:
  • B.B.A. or B.S. preferably in business or related discipline
  • Minimum of 2 years leadership/direct report experience
  • Experience working in an ERP
  • Minimum of 1 year working with Salesforce
  • Capacity to navigate ambiguity, and make independent decisions in line with department processes
  • Effective organizational skills
  • Interpersonal skills, with a strong ability to communicate in written & verbal forms.
  • Customer Focused (external & internal)
  • Ability to succeed in a dynamic, fast paced work environment
  • Ability to thrive in a cross-cultural work environment
  • Solution oriented
  • Tactful, and skilled in conflict resolution and team building

Preferred:
  • 3-5 years related customer service experience
  • Logistics knowledge

Equipment Operation:
  • General office equipment

Physical Requirements:
  • Sitting for long periods of time at a computer
  • Infrequent light lifting up to 50 pounds

Travel:
  • As needed, up to 20%

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Learn More

  • Customer Experience Manager

    2 weeks ago

    Kalamazoo, Michigan, United States Eenhoorn Full time

    About UsEenhoorn, a 2024 'Best and Brightest Companies to Work for in the Nation' Winner, is a dynamic and innovative owner-managed property company. We pride ourselves on being a place where people come first, and we are committed to delivering exceptional service and experiences to our residents and communities.As a Customer Experience Manager, you will...

  • Customer Experience Ambassador

    2 weeks ago

    Kalamazoo, Michigan, United States European Wax Center Full time

    Guest Service Associate/Front Desk Associate OpportunityWe are looking for a highly skilled and enthusiastic Guest Service Associate/Front Desk Associate to join our European Wax Center team. As a Front Desk Associate, you will play a critical role in ensuring that our guests receive exceptional service and have an enjoyable experience.About the PositionThis...

  • Customer Experience Representative

    3 weeks ago

    Kalamazoo, Michigan, United States Frederick Milton - State Farm Agent Full time

    About the RoleWe are seeking a highly motivated and results-driven individual to join our team as a Customer Service Representative. As a key member of our sales team, you will be responsible for providing prompt, accurate, and friendly customer service, utilizing a customer-focused review process to educate customers about insurance options, and...

  • Customer Experience Driver

    2 weeks ago

    Kalamazoo, Michigan, United States Domino's Pizza LLC Full time

    Daily Food Delivery PositionWe're hiring for a Daily Food Delivery position at Domino's Pizza LLC. As a delivery driver, you'll play a crucial role in delivering pizzas to customers while providing exceptional customer service.About the JobThe estimated salary for this position is $15-$20 per hour, with opportunities to earn additional income through tips...

  • Customer Experience Coordinator

    2 weeks ago

    Kalamazoo, Michigan, United States AlienVault Full time

    Company OverviewWe are a leading provider of innovative solutions in the field of cybersecurity. Our team is dedicated to protecting our customers' assets and data.

  • Exceptional Customer Experience Specialist

    2 weeks ago

    Kalamazoo, Michigan, United States U-Haul Full time

    Job DescriptionWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for assisting customers with U-Haul products and services, managing rentals and inventory, and ensuring a seamless customer experience.

  • Restaurant Supervisor

    2 weeks ago

    Kalamazoo, Michigan, United States ANDREW CHARLES LLC Full time

    Job DescriptionANDREW CHARLES LLC is looking for a skilled Restaurant Supervisor to oversee daily operations and workflow. The ideal candidate should have two years of industry experience and excellent management and leadership skills.ResponsibilitiesMaintain positive morale with work crew.Assist store manager with maintaining proper food/labor...

  • Domino's Team Member

    4 weeks ago

    Kalamazoo, Michigan, United States Domino's Pizza LLC Full time

    We are seeking a highly motivated and detail-oriented individual to join our team at Domino's as a Customer Service Representative.About the JobInteract with customers in a professional and friendly manner, ensuring their needs are met.Process customer orders accurately and efficiently using the Point of Sales System.Maintain a clean and organized...

  • Retail Sales Associate

    2 weeks ago

    Kalamazoo, Michigan, United States Walgreens Full time

    Key Responsibilities:As a Customer Service Associate at Walgreens, your key responsibilities will include:• Providing exceptional customer service by responding to customer inquiries, resolving issues promptly, and promoting a positive shopping environment.• Registering sales on assigned cash registers, handling cash and credit transactions, and...

  • Store Associate

    4 weeks ago

    Kalamazoo, Michigan, United States Burlington Full time

    Job OverviewIn this role, you will be responsible for maintaining a secure shopping environment while delivering exceptional customer service. You will work closely with store leadership to identify and mitigate theft risks, ensuring a safe and enjoyable experience for customers.A competitive salary of $13 per hour reflects the importance of your...

  • Marketing Representative

    2 weeks ago

    Kalamazoo, Michigan, United States Kory Wagonmaker - State Farm Agent Full time

    Job DescriptionWe are seeking a motivated and detail-oriented Marketing Representative to join our team as a Customer Experience Specialist. This role is ideal for individuals who enjoy working in a fast-paced environment and are passionate about helping others.About the RoleThis position offers a competitive hourly pay rate of approximately $18 per hour,...

  • Operations Management Supervisor

    3 weeks ago

    Kalamazoo, Michigan, United States POLYTEK DEVELOPMENT CORP Full time

    About UsPolytek Development Corp. is a reputable manufacturer of mold making and casting materials. Our commitment to innovation and quality drives us to deliver exceptional results to our customers.Job Title: Production LeadAs a Production Lead, you will play a vital role in ensuring the efficient operation of our production process. Key responsibilities...

  • DSW Store Supervisor Full-Time

    3 days ago

    Kalamazoo, United States DSW Inc. Full time

    LOCATION NAME: Maple Hill Mall, KalamazooGeneral SummaryThe Store Supervisor assists and performs the following functions alongside store management: customer service, merchandising, omni activities and all inventory related actions to drive sales and results. Demonstrates behaviors that align with the company values of Accountability, Collaboration,...

  • Logistics Supervisor

    4 weeks ago

    Kalamazoo, Michigan, United States AtWork Personnel Full time

    Job Description: AtWork Personnel is seeking a Logistics Supervisor to oversee and manage our warehousing operations. The ideal candidate will have a proven track record of success in logistics management and be able to lead a team of warehouse associates. As Logistics Supervisor, you will be responsible for supervising the day-to-day operations, maintaining...

  • Fleet Maintenance Supervisor

    2 months ago

    Kalamazoo, United States Republic Services Full time

    ABOUT THE COMPANYRepublic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping...

  • Retail Stocking Supervisor

    2 months ago

    Kalamazoo, United States Harbor Freight Tools Full time

    156630BRPosting Title:Retail Stocking SupervisorJob Description: A Supervisor (full-time) is a valued member of a high performing team who is empowered & equipped to do their job. You will know why your work matters and be able to take pride in what you do! This role is perfect for you if you have recent leadership experience and are passionate about a...

  • Motor Maintenance Operations Supervisor

    3 weeks ago

    Kalamazoo, Michigan, United States Bemana, LLC Full time

    About the Job:The Motor Maintenance Operations Supervisor is a critical role that requires strong leadership and technical skills. As a key member of the Bemana team, you will oversee the maintenance and repair of electric motors, ensuring seamless operations and high-quality results.Key Responsibilities:Supervise a team of technicians in motor maintenance...

  • Operations Supervisor

    3 weeks ago

    Kalamazoo, Michigan, United States Spherion Full time

    **Job Description:** Operations Supervisor - ProductionSpherion is seeking an experienced Operations Supervisor to join our team. As an Operations Supervisor, you will be responsible for overseeing daily operations in our pipeline project, ensuring safety and efficiency on-site, and meeting project timelines and goals.The successful candidate will work...

  • Billing Supervisor

    4 weeks ago

    Kalamazoo, United States Disability Solutions Full time

    POSITION SUMMARY: The Billing Supervisor supervises the billing staff and is responsible for the proper preparation of accurate and timely bills to customers based on service contract terms. The Billing Supervisor is also responsible for the enforcement of standard operating procedures that govern billing workflow and controls as well as ensuring the...

  • Motor Field Services Supervisor Leader

    2 weeks ago

    Kalamazoo, Michigan, United States Bemana, LLC Full time

    About the RoleWe are looking for a seasoned Motor Field Services Supervisor Leader to join our team in Michigan and NW Indiana. This role requires a strong leader who can oversee the removal, installation, commissioning, troubleshooting, and field repair of NEMA frame motors up to 10,000HP.The successful candidate will have:At least 5+ years of experience in...