International Customer Experience Supervisor

A leading manufacturer in the residential interiors space is seeking an International Customer Experience Supervisor to join the team. This is a fast-growing, innovative, and collaborative organization committed to delivering a world-class customer experience. The International Customer Experience Supervisor leads the International Customer Experience team and is responsible for accurate, timely, and compliant support throughout the international order lifecycle.

Salary + Additional Benefits:

• $66,000–$70,000
• 401K - company match

Location: Houston, TX

Type of Position: Direct Hire

Responsibilities:

• Lead and manage a team of International Customer Experience Specialists, providing daily direction, coaching, training, and support to ensure accurate and timely service delivery.
• Oversee the full international order lifecycle from purchase order receipt through booking, release, fulfillment, shipment, and post-delivery support.
• Ensure international orders are processed accurately in JDE, Salesforce, Partner Insight, and other required systems, including pricing, product codes, shipping instructions, and customer requirements.
• Oversee preparation and accuracy of export documentation, including commercial invoices, packing lists, certificates of origin, and other required shipping records.
• Ensure team adherence to HTS codes, Incoterms, EEI filing requirements, compliance screenings, U.S. export regulations, and established internal guidelines.
• Serve as the primary escalation point for complex international customer, order, return, shipment, documentation, and system issues, driving timely resolution and clear communication.
• Monitor open orders, backorders, booking holds, aged cases, RMAs, and returns, and ensure customers and internal partners receive proactive status updates.
• Partner with Sales, Logistics, Distribution, Finance, Engineering, Production, Compliance, and other cross-functional teams to remove obstacles and support timely order fulfillment.
• Establish and maintain international customer service standards, procedures, documentation, and training materials to promote consistency, accuracy, and compliance.
• Monitor customer and order interactions, team workload, service levels, and quality results to identify risks, training needs, and process improvement opportunities.
• Conduct regular coaching and performance evaluations, provide clear feedback, recognize strong performance, and implement performance improvement plans when needed.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the company's established values.
• Must demonstrate commitment, dependability, punctuality, and adherence to the agreed-upon schedule while being present in the workplace to effectively collaborate and communicate among co-workers and teams.
• Handles additional tasks and duties based on business needs.

Requirements:

• Bachelor's degree in Business Administration, International Business, Supply Chain, Logistics, or a related field preferred; equivalent combinations of education and experience will be considered
• Minimum of 3 years of relevant experience in international customer service
  , order management, export operations, logistics, or a related support function, including experience leading or supervising a team
• Working knowledge of international logistics and export processes, including EEI filings, commercial invoices, certificates of origin, HTS codes, Incoterms, and compliance screenings
• Experience using ERP and CRM platforms such as JDE and Salesforce;
  Partner Insight and ACE Portal experience preferred
• Strong aptitude for navigating order management, customer service, and business systems, with proficiency in Microsoft Word, Excel, and Outlook
• Experience in interior design, custom home building products, luxury home furnishings, and/or the lighting industry is a plus
• Exceptional verbal and written communication skills, including the ability to communicate clearly with global customers, distributors, sales teams, and internal partners
• Strong leadership and team management skills, with the ability to coach, develop, and support employees through changing priorities
• Strong problem-solving, decision-making, and escalation management abilities
• Ability to interpret detailed order, shipping, and compliance requirements and maintain accurate records
• Ability to analyze operational data, identify trends and risks, and translate findings into practical actions
• Exceptional…