Customer Experience Supervisor

Job Type: Full-time. 4 days on-site, 1 flex day each week

Location:

Brecksville, OH to start, and transitioning to Wickliffe, OH in 2028.

As a Customer Experience Supervisor, you'll drive excellence in customer service operations while strengthening the connection between supply chain, production, and customer-facing teams. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing, and enhance modern life. In this role, you will:

• Lead and develop a team of Customer Experience Representatives, ensuring high performance, accountability, and engagement.
• Ensure compliance with global standards set by the Center of Excellence and Supply Chain teams.
• Identify, develop, and implement process improvements that enhance efficiency, accuracy, and cost‑effectiveness.
• Maintain a customer portfolio to stay connected to daily operations and uphold a strong customer‑first mindset.
• Manage the order‑to‑cash cycle, ensuring timely processing, shipment, and invoicing.
• Evaluate supply plans against customer demand to optimize service levels.
• Leverage data analytics to identify trends and potential service disruptions.
• Provide insights to Master Production Schedulers to optimize service.
• Collaborate with Commercial, Technical, and Sales teams to ensure seamless customer experience.
• Manage stakeholder expectations through proactive communication.
• Optimize inventory levels through analysis of slow‑moving materials.
• Lead reporting cadence including open orders and performance metrics.
• Participate in customer visits alongside commercial teams.

• Bachelor’s degree from an accredited university or college; technical preferred.
• Minimum two (2) years of supply chain, commercial, customer service experience, or other relevant professional experience.
• Leadership experience.
• Strong understanding of supply chain and logistics processes.
• Proficiency with Microsoft Office and SAP.
• Strong analytical and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Attention to detail and continuous improvement mindset.
• Ability to manage multiple priorities.

• MBA or advanced degree.
• Experience in operations such as R&D, manufacturing, or transportation.
• Experience leading teams in customer service or supply chain.

• Standing, walking, or operating equipment for extended periods.
• Working in a lab or manufacturing setting with appropriate PPE provided.
• Use of computers and digital tools in an office or hybrid environment.
• Occasional lifting or movement of materials.
• Adherence to safety protocols and ergonomic standards.

• Competitive salary with performance‑based bonus plans.
• 401(k) match + Age‑Weighted Defined Contribution.
• Comprehensive medical, dental & vision coverage.
• Health Savings Account (HSA).
• Paid holidays, vacation, and parental leave.
• Flexible work environment.
• Learning and development opportunities.
• Career and professional growth.
• Inclusive culture and vibrant community engagement.

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