S Customer Solutions Supervisor

Position: I+S Customer Solutions Supervisor
A Place Where People Matter.

Start your career journey with Univar Solutions! Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you.

Start your career journey with Univar Solutions! Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you.

Primary 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:

• 30% Drive customer satisfaction through proactive issue resolution, service quality monitoring, and customer advocacy. Utilise 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 Personnel

WHAT 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 platforms to support operational effectiveness
• Working knowledge of customer service, order management, commercial operations, and related business processes
• Proven ability to lead operational initiatives and collaborate across functional teams to achieve service, customer, and business objectives
• Experience leading, coaching, motivating, and developing high-performing teams to achieve operational goals, service excellence, and employee engagement
• Expert coaching, team-building, and motivational skills with a demonstrated ability to foster a positive, accountable, and results-oriented work environment
• Proven customer service, relationship-building, and customer advocacy skills with a commitment to delivering an exceptional customer experience
• Excellent communication, presentation, and active listening skills, with the ability to effectively engage employees, customers, and cross-functional partners.
• Exceptional…