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Job Description

The Customer Experience Supervisor is responsible for leading and developing the Customer Experience team to enhance overall customer satisfaction and loyalty. Focusing on understanding customer needs, improving processes, and ensuring a seamless and positive customer journey, the CX Supervisor collaborates cross functionally to drive customer-centric initiatives and assure CMC provides industry leading service levels to our customers.

RESPONSIBILITIES:

• Establish work priorities for staff and manages workflow of the department.
• Monitors customer requests and incoming orders to ensure they are addressed in a timely manner.
• Analyze customer data and feedback to identify trends and opportunities for improvement.
• Regularly report on performance indicators (KPIs) to measure the success of customer experience initiatives and provide insights to leadership.
• Collaborate with relevant departments to streamline and enhance customer facing processes.
• Leads, motivates, trains, and supports Customer Experience team members to ensure a consistent and positive customer experience.
• Use customer feedback insights to make data-driven decisions and implement changes that positively impact the customer experience.
• Conducts regular individual meetings with Customer Experience staff to provide and receive feedback while fostering employee career development.
• Leverage customer relationship management (CRM) tools and other technologies to enhance customer interactions and support.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.
• Other duties may be assigned as necessary.

KNOWLEDGE, SKILLS AND ABILITIES:

• Proven experience in customer service, relationship management, or a related role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with customer relationship management (CRM) tools.
• Ability to work collaboratively in a cross-functional environment.
• Demonstrated leadership and project management skills.

QUALIFICATIONS (Education and experience)

• Bachelor's degree in Business, Marketing, or a related field.
• 3 years supervisor experience required, preferably in a customer support related field.
• 5 years of customer support related experience required.
• A combination of training, education, and experience that is equivalent to the qualifications listed above and that provide the required knowledge, skills, and abilities.

ESSENTIAL FUNCTIONS

Working conditions are in a normal office environment. While performing the duties of this job, the employee is regularly required to walk; sit and stand; using the hands to handle, finger, or feel objects, tools, or controls. Occasionally, the employee must crouch or kneel. The employee must occasionally exert or lift up to 20 pounds. Successful performance requires good eyesight with or without corrective lens. Requires long periods of time working at a computer and includes phone work.

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification and may be amended at any time at the sole discretion of the Employer. It is not designed to contain or be interpreted as comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Compensation details: 68000-80000 Yearly Salary

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