Customer Experience Supervisor - Liberty Lake, TX

Customer Experience Supervisor Purpose Statement

The Customer Experience Supervisor is responsible for leading regional customer experience teams dedicated to delivering excellent customer service. This role ensures that all customer interactions are handled efficiently and to the highest standards, while maintaining a positive and productive work environment. The supervisor actively trains, coaches, and motivates team members to achieve their full potential, driving both revenue growth and operational excellence in alignment with Gemini’s core values.

In addition to overseeing daily workflows and systems, this leader identifies opportunities for process improvement, ensures team members have the tools and training needed for success, and fosters a culture of continuous improvement and customer satisfaction.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervises team members in accordance with organizational policies and applicable laws, with responsibilities including safety, interviewing, hiring, training, planning, assigning and directing work, evaluating performance, rewarding and disciplining employees, and resolving complaints or issues.
• Collaborates with the Customer Experience Manager and other leaders to implement policies related to safety, quality, delivery, cost optimization, customer satisfaction, and employee relations. Leads the team’s efforts in process improvements, including the creation, monitoring, and visual display of key metrics.
• Directs staffing, training, and performance evaluations to continuously enhance customer experience. Supports new employee orientation and fosters an inclusive, engaging team culture.
• Motivates and coaches the team to deliver excellent daily customer service and technical support. Proactively develops team members for increased responsibility and growth.
• Maintains accurate records to support site operations including attendance, punctuality, vacations, and other relevant metrics to support performance reviews and professional development.
• Assists sales and engineering teams in new product research and understanding customer requirements and market trends.
• Partners with Human Resources to advance HR objectives and support employee development.
• Acts as a liaison between internal departments (production, accounting, IT, etc.) and external customers to resolve conflicts, clarify requirements, and negotiate solutions.
• Travels as needed to trade shows, customer sites, and Gemini facilities to strengthen communication and identify training opportunities.
• Prepares and presents information at department meetings as required.
• Consistently demonstrates exemplary customer service and problem-solving skills, effectively handling challenging customer situations to ensure satisfaction.
• Performs additional duties as needed to benefit the team or organization.

• Exceptional leadership, coaching, and communication abilities, with a strong focus on problem-solving and interpersonal relationships.
• Highly organized; skilled at multitasking and prioritizing effectively in fast-paced environments.
• Proficient in budget management and financial analysis.
• Experienced in scheduling and workforce planning.
• Demonstrated ability to drive and adapt to continuous improvement initiatives.

• Bachelor’s degree (preferred), or an associate degree plus at least five years in a similar role, or a combined seven or more years of relevant education and experience with proven results.
• Experience leading customer service/experience teams required.
• Ability to travel up to 5% to support business needs.

• The position is a fully onsite role.
• Position typically operates in a professional office environment.
• Periodic travel is required to attend trade shows, visit production sites, and visit customers.

• A…