Customer Service Supervisor

Alamo Group® has been supplying mowers to the governmental, agricultural, and commercial turf markets for over 50 years. We are one of the world's largest manufacturers of tractor-mounted mowers, brush-cutters, and other similar equipment made for right-of-way clearing, roadside vegetation management, and grounds maintenance. Alamo Group has a wide array of products including rotary, flail, and sickle bar mowers. Our best-in-class boom mowers are offered with many types of cutting heads to accommodate the challenges our customers face.

Alamo Industrial offers competitive pay and a wide range of employee benefits including:

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Savings Program with a Company Match
• Profit-Sharing
• Paid Vacation, Sick Leave, and Holidays
• Company Paid Short and Long-Term Disability Programs
• Wellness Programs
• Employee Assistance Programs
• Training and Development Programs
• Employee Tuition Reimbursement and Dependent Scholarship Programs
• And much more!

Under general direction, the Customer Experience Supervisor leads the development and implementation of company-wide initiatives that strengthen customer relations, improve satisfaction, and build long-term brand loyalty. This role combines strategic planning and cross-functional collaboration with hands-on oversight of active cases, technical support, parts expediting, warranty analysis, and proactive account management. They will collect and analyze customer feedback and operational data to identify problem areas, implement process improvements, and drive measurable results across the organization.

• Oversees and tracks all active cases to maintain forward momentum and drive successful outcomes.
• Conducts follow up communication, calls and emails on active and recently completed cases.
• Create company-wide goals to improve customer experience.
• Meet with management to discuss potential plans and initiatives to implement.
• Build a streamlined customer experience across all departments.
• Identify ways to increase customer satisfaction and build brand loyalty.
• Identify problem areas within the company and find solutions for them.
• Network with company stakeholders and business leaders to develop better strategies for customer experience.
• Collect and analyze data to make well-informed business decisions.
• Gather feedback, such as surveys from customers, to learn more about their experience with the company.
• Motivate team members to meet company goals and push for success.
• Performs various customer service functions including answering phones, computer order entry, expedited/tracking parts orders, customer assistance in determining correct service parts required and technical support. Expedite parts on back order using computer to source parts locations.
• Provides technical advice and assists customers on operational, mechanical, and repair of products / components by identifying make and model of unit and analyzing performance problem(s). Determines appropriate part / part numbers and corrective action needed. Assists in ordering parts.
• Manages assigned accounts proactively on a daily basis.
• Assist in warranty claim accuracy and root cause determination.
• Ability to work hands-on troubleshooting technical problems.
• Travels to customer locations to conduct training and customer/technical assistance.

• Excellent communication skills required, both verbal and written.
• Commitment to the highest level of customer satisfaction is essential.
• Good Human Relations skills necessary.
• Must be able to prioritize assignments and the general workload, work under pressure, and meet goals/objectives.
• Strong analytical skills to properly assess data and draw conclusions from it in order to identify consumer trends and patterns.
• Qualitative and Quantitative analysis of data and the ability to use both to guide business decisions.
• Good project management skills required, along with the ability to establish company-wide goals.
• Must be able to implement processes and root cause analysis action plans.
• Good leadership skills required, ability to problem solve, persuade and motivate is essential.
• Excellent computer and math skills required.
• Strong ability to work effectively with work teams across the Company.
• Strong understanding of the financial impact of decisions with respect to budgets, contracts and Company objectives.
• Must be flexible, goal-oriented and highly organized.
• Must be able to…