Customer Experience Supervisor

Customer Experience Supervisor

This is a hybrid position with an on-site requirement in East Stroudsburg, PA

The Customer Experience Team Supervisor will oversee a Customer Experience team (CXR's) who are located at one or more of our office locations or who operate remotely. This role is expected to lead, train, support and mentor their team to efficiently manage the Order to Cash process (Order Management). This includes all aspects of a CXRs responsibilities including answering telephone calls, responding to emails of approx.

100 per day, proactively sending customers confirmation and notifications, order processing, following order through to billing process. The role requires extensive proactive communication with customers, the sales team, supply chain, logistics and the management team. Team Supervisor will also be responsible for escalation issues, and advising on resolution. Team Supervisor will be responsible for training and coaching of less experienced, or new CSR employees.

Processing and entering monthly commissions, and billing of commissions. Primary support for daily operations to ensure CXR activities are completed efficiently and accurately. Perform month end tracking and team key performance indicators. Audit orders and emails for quality assurance. Update procedures and workflows. Act as subject matter expert on special projects.

• Embrace and work to the spirt of the Azelis mission and organizational tenants.
• Answer telephone and emails responding to both customer and internal employee's needs.
• Build effective communication lines and relationship with their team, sales team and sales VP(s) and customers to develop a good understanding of how to support their needs.
• Order processing and customer inquiries as required. This includes communication to customers and sales team on order updates and status changes to their orders.
• Performs month end shipment tracking along with reservations and confirmations.
• Trouble shooting when any customer issues are communicated, empowerment to decide upon a resolution to the problem and follow through and handles escalation needs and calls.
• Communicate with and build a team relationship with the Sales Representatives that you are assigned to support.
• Communicate with Credit department to ensure urgent orders are released from credit hold.
• Handle customer complaints including documentation, disposition, root cause, corrective and preventative action.
• Continuously strive to create efficiencies and improvement in Customer Service Processes
• Assist in training, coaching, and mentoring CXRs on their team
• Manage team member workload, attendance/time off, and performance reviews
• Assist in applying and developing best practices in our customer service processes.
• Assist in rollout and training of new systems and processes
• Perform other functions of the customer service department as needed.
• Build effective communication lines with supply chain, logistics and the sales team.

• Understand and adhere to/follow the department procedures and policies.
• Understand and adhere to/follow the Azelis Americas and CASE Business
• Additional responsibilities may be assigned as needed.

• Demonstrates Leadership Skills
• Able to Mentor and Train CXR's
• Capable of leading teams
• Conflict Resolution Skills
• Excellent and proactive communication skills.
• Demonstrates input into department results, workflow, and processes for continuous improvement
• Detail-oriented and well organized
• Ability to multi-task and handle a high volume of work load with attention to detail at all times.
• Self-motivated, honest, dependable and a high level of integrity
• Superior interpersonal…