Customer Experience Supervisor

Description
At
Fieldpiece Instruments
, we're on a mission to make the lives of HVACR professionals easier, faster, and better with tools that set new standards for performance and reliability. We've been delivering rugged, feature-rich tools since 1990 and lead the industry in how we think, work, collaborate. We're laser-focused on exceptional service and innovative products that empower HVACR pros today and tomorrow.

We're looking for a
Customer Experience (CX) Supervisor
to lead our small team of Customer Service Specialists who support our B2B sales operations and customers. In this role, you'll be at the heart of creating a world-class customer experience — ensuring orders are accurate, interactions are seamless, problems are solved quickly, and our internal and external customers feel supported every step of the way.

If you're a motivated customer service leader who thrives on optimizing processes and developing high-performing teams, this is your chance to make a meaningful impact. You bring deep experience with telephone and CRM systems, a data-driven approach to understanding KPIs, and a customer-first mindset that consistently drives positive results.

Recognized as one of
Southern California's Best Places to Work (2023, 2024 & 2025)
, Fieldpiece is a place where curiosity, innovation, and growth aren't just encouraged — they're expected. We embrace a Hire-to-Retire philosophy, collaborative culture, and customer-centric attitude.

What You'll Do

• Lead a high-performing team of Customer Service Representatives supporting Fieldpiece's B2B Sales operations.
• Ensure every customer interaction reflects our commitment to professionalism, accuracy, and responsiveness.
• Oversee and manage EDI order processing to ensure timely, accurate data transmission.
• Partner cross-functionally with Sales, Finance, Operations, and Supply Chain to quickly resolve complex customer issues.
• Drive workflow improvements across OMS and customer-facing systems — reducing manual work, improving order accuracy, and speeding up fulfillment.
• Monitor order accuracy, call volume, response times, and other KPI metrics to ensure service excellence.
• Conduct coaching sessions, team meetings, and performance reviews that support team growth and continuous improvement.
• Serve as the first point of escalation for customer issues, resolving problems promptly and professionally.
• Ensure team compliance with company policies, procedures, and best practices.

Qualifications
What You Bring

• 7+ years of customer service or account management experience.
• 2+ years of experience supervising and motivating teams.
• Strong communication and interpersonal skills with a customer-focused attitude and ability to provide clear direction and feedback.
• Maintains composure under pressure; treats others with respect and professionalism.
• Proficiency with phone and email management systems, CRM tools (Business Center / MS Dynamics), and modern technology including AI tools.
• Ability to manage multiple priorities while maintaining strong attention to detail.
• Strong problem-solving skills and sound judgment when handling escalations.

At Fieldpiece, Great Work Deserves Great Rewards. We Offer

• Matching 401(k) up to 4% with immediate vesting
• Excellent medical benefits, including an HSA plan with monthly employer contributions
• Supplemental Term Life, Employee Assistance Programs (EAP), Disability coverage, and more
• A Hire-to-Retire philosophy that includes personalized career development plans
• An onsite music program with lessons from guitar, piano, and voice coaches
• And more

Our values drive everything we do and our culture.
We are a TRIBE.
Our collective growth starts with individual growth.

We are fully engaged and empowered, collaborating to achieve our common mission.

Our people are central in making Fieldpiece the best place we will work, ever.

We do the UPFRONT HOMEWORK.
We are prepared before coming together to move forward effectively.

We begin with the end in mind by understanding The Why upfront, visualizing, researching, and acting.

We address obstacles head-on with creativity, grit and tenacity, while having fun along the way.

We deliver the RIGHT STUFF.
We deliver innovative solutions by seeing the world through the eyes of our customers.

Our culture of purposeful critical thinking leads to greatness now, rather than perfection never.

We earn TRUST.
We prove our credibility, reliability, and genuine interest in others to build lasting relationships.

Our tribe, partners, end users, suppliers and channel partners can rely on us to listen, act with integrity, and deliver quality.

We are LEAN.
We never stop searching for a better way.

We get started, fail fast, and move forward.

Our actions deliver valuable results.

We leave our EGO at the door.
We are unconcerned to be judged by the questions we ask.

With humility, we value and pursue ideas and feedback from everyone.

Our personal success is derived from the tribe's success.

EOE AA M/F/Veteran/Disability
The base annual salary range for this role is currently $80,000-95,000 plus bonus. Pay scales are determined by role, level, location, and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. We can share more information about our bonus program and benefits during the hiring process.