Description
Our client are a global leader within natural food ingredients. They are a company that operate globally and service some of the largest food brands in the world. They are committed to unlocking the potential of people, nature and science to nourish the world.
Job Summary:
Lead and cultivate an environment where customer orders and service needs are the highest priority. A place where the team embodies 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.
The Role
• 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.
• Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve production, delivery, and billing issues.
• Effectively recruit, hire, train, and retain talented members of the Customer Experience Team.
• Provide dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices.
• 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.
• Provide support for the Customer Experience Manager as directed.
The Candidate
• B.B.A. or B.S. preferably in business or related discipline
• Minimum of 3 years leadership/direct report experience
• Experience working in an ERP
• Minimum of 3 years working with Salesforce or similar software
• Capacity to navigate ambiguity, and make independent decisions in line with departmental 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
