Customer Experience Supervisor

Supervises the daily workflow of the Customer Service department and ensures that correct procedures are followed. Provide daily direction and communication to employees including reassigning department resources to balance workload as appropriate.
 

Interview and evaluate prospective candidates for employment. Makes hiring recommendations.
 

Responsible for training and development of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
 

Acts as a secondary contributor who provides training, mentorship, and direction to team members with less experience. 

Identifies opportunities for operational improvements and implements solutions.
 

Collaborates with Customer Service Manager on goals for team members and provides support to reach those goals. 
 

Provide guidance to CS team members resolving issues with orders or customer communications.
 

Creates, updates, and maintains reports related to customer orders in Demand Management: Customer open order reports, Export report, and Inks report, etc. 
 

Ensures team members are appropriately and accurately logging information on customer interactions in company CRM system.
 

Maintain the Automated order entry database (Conexiom) in conjunction with IT and Customer Service team. 
 

Responds to and resolves escalated issues and/or unique or complex requests from internal and external customers.
 

Establishes new accounts, reinstates inactive ones, and ensures account data is cleaned and validated.