Customer Experience Supervisor

3 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)

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