Customer Experience Supervisor

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Shape the Future with Us. At Lubrizol, we're transforming the specialty chemicals market through science, sustainability, and a culture of inclusion. As part of our global team, you'll be empowered to make a real impact-on your career, your community, and the world around you.

Job Type: Full-time / On-site (M-Th in office, Fridays remote)

Shift +

Hours:

1st Shift

As a Customer Experience Supervisor you'll be at the forefront of our innovation, driving specialty chemical solutions forward. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing, and enhance modern life.

As a Customer Experience Supervisor, you will be responsible for leading a dynamic team and driving exceptional customer engagement. Your leadership will directly impact our commitment to delivering unparalleled customer satisfaction and shaping the future of our customer interactions. You will play a key role in executing strategies that enhance customer loyalty and retention while fostering a culture of continuous improvement through data-informed practices and industry-leading service standards.

In this role, you will:

• Lead, coach and motivate a team of customer experience representatives to deliver consistent, high quality customer service outcomes.
• Set clear performance expectations aligned to business goals, and drive accountability through regular coaching, feedback and formal performance reviews.
• Monitor workload, capacity and resource allocation to ensure timely order management and issue resolution
• Act as an escalation point for complex or high impact customer issues, ensuring timely and professional resolution
• Foster a culture of accountability, collaboration and continuous improvement

• Oversee day-to-day customer experience operations to ensure adherence to standard operating procedures, policies and service standards.
• Identify operational gaps, inefficiencies and reoccurring issues and lead corrective and preventative improvement actions in partnership with regional leadership.
• Support implementation and adoption of new processes, systems or tools to improve service efficiency, consistency and scalability.
• Collaborate closely with supply chain, manufacturing, logistics, sales and quality teams to resolve systemic issues impacting customer experience.

• Champion a customer first mindset across the team, while balancing service expectations with regional capacity and operational constraints.
• Proactively identify customer risks and opportunities, escalating insights and recommendations to the Regional Customer Experience Manager
• Translate customer feedback and performance data into actionable improvements and support regional resource planning.
• Use data, trends and root cause analysis to drive continuous performance improvement and support regional resource planning.
• Provide regular, structured insights to management on customer experience trends, risks and service performance.

• Lead onboarding, ongoing training and skill development for customer experience team members
• Ensure team proficiency in products, order management, customer policies and manufacturing and logistics fundamentals.
• Identify skill gaps and implement targeted coaching or development plans.
• Promote knowledge sharing and best practice adoption across the customer experience team.

• Bachelor's degree in a relevant field such as Business Administration, Supply Chain Management, or related discipline;
  or 10+ years experience in customer service or sales support, with 5+ years in leadership roles

• 5+ years of experience in customer service or supply chain within a manufacturing environment, with a focus on high-value customers.
• Ability to analyze data and identify areas for improvement in customer service and order management.
• Strong communication skills, capable of engaging with team members and stakeholders.
• Process-oriented with a proactive approach to problem-solving and continuous improvement.
• Familiarity with Lubrizol's product portfolio and applications.
• Experience in customer engagement and service optimization.
• Competency in SAP S/4
  
  HANA (Order-to-Cash modules) and Microsoft Power BI for basic data visualization.
• Familiarity with global operations and supply…