S Customer Solutions Supervisor

Position: I+S Customer Solutions Supervisor
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Purpose:

The I+S Customer Solutions Supervisor is responsible for leading a team of Customer Solutions personnel to deliver an exceptional customer experience through operational excellence, service quality, and effective execution of order-to-delivery processes. This role oversees day-to-day customer support operations, ensuring service level commitments, productivity goals, and quality standards are consistently achieved while supporting customer retention, profitable growth, and business objectives.

As frontline leader and customer advocate, the I+S Customer Solutions Supervisor partners closely with Sales, Product Management, Purchasing, Operations, and other internal stakeholders to resolve customer issues, improve processes, and enhance the overall customer experience. The role leverages customer, operational, and financial metrics to identify opportunities for improvement, drive team performance, and support operational effectiveness.

The I+S Customer Solutions Supervisor is accountable for team performance, including customer satisfaction, order management execution, service levels, productivity, issue resolution, and quality outcomes. This includes coaching and developing employees, managing workforce performance, fostering employee engagement, and driving a culture of accountability, collaboration, and customer-centricity.

WHAT YOU'LL DO:
Deliverables:% of time spent(Total 100%)Lead, coach, and develop a team of Customer Solutions Personnel to achieve service, productivity, quality, and customer satisfaction goals. Ensure effective execution of order management activities and customer support processes while maintaining service level expectations.
30%
Drive customer satisfaction through proactive issue resolution, service quality monitoring, and customer advocacy. Utilize operational, customer, and financial metrics to identify trends, improve performance, and support continuous improvement initiatives.
30%
Partner with cross-functional teams to resolve customer concerns, improve processes, and enhance the end-to-end customer experience.
20%
Monitor and improve team performance through performance management, coaching, training, and employee development initiatives. Support onboarding, training, and development programs to ensure employees are equipped to meet operational and customer service expectations.
20%
Foster a culture of accountability, collaboration, safety, compliance, and continuous improvement within the Customer Solutions team.

Ongoing Key Stakeholders:

Position/Title Reason For Contact Customer Solutions Manager Immediate Supervisor Customer Solutions Leadership Reports Within This Organization Customer Solutions Shared Resources Customer Experience Sales Customer  Experience Product Management Customer Experience Shared Services Functions Customer Experience Supply Chain Functions Customer Experience Master Data Customer Experience Financial Responsibility:  Authority To Release $50,000 In Credits and Debits Supervisory Responsibility:

Directly Responsible For Customer Solutions PersonnelWHAT YOU'LL NEED:4-6 years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred Minimum of associate’s degree preferred; not required

Specialized Knowledge/

Skills:

Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook Strong SAP skills and experience utilizing business systems and customer service…