Supply Chain Customer Experience Supervisor
Lowe's
- Ennis, TX
- Permanent
- Full-time
- Oversees customer service experience for internal and external customers ensuring compliance with company guidelines related to quality of service.
- Escalates customer concerns to leadership as applicable.
- Establishes, monitors, updates, and improves processes and procedures to enhance the Customer Experience Professionals’ performance.
- Monitors or reviews calls or other correspondence between Customer Experience Professionals and customers.
- Ensures that Customer Experience Professionals are informed about changes to products and services.
- Collects data and prepares reports on customer complaints and inquiries identifying and addressing trends as appropriate.
- Prepares monthly reports summarizing the team’s performance.
- Identifies opportunities to update or improve customer service procedures and makes recommendations as appropriate.
- Partners with other leaders to leverage approaches and align strategies and plans.
- Leads customer engagement and retention efforts that will ultimately have a measurable impact on the customer experience, revenue and Likely-to-Recommend (LTR) scores.
- Conducts research and review surveys for maintaining a comprehensive understanding of the customer and identifying opportunities to delight and attract more customers.
- Develops and executes strategic roadmaps designing solutions to continuously improve and differentiate the internal and external customer experience.
- Communicates effectively with associates regarding business objectives or current issues
- Monitors individual and team productivity and drive continuous productivity improvement through process enhancements and one on one coaching
- Approves off standard hours for associates ensuring accurate accounting of performance for team
- Sets goals and communicates clear expectations for associates providing timely and constructive feedback
- Provides associates with meaningful developmental opportunities and prepares them for upward promotion as applicable
- Works with associates to build a work environment of engagement and inclusion
- Participates in the process of hiring talented individuals for the team, submitting, requisitions, interviewing, and partnering with HR in the hiring process
- Trains new hires and existing employees on processes and procedures as applicable
- Discusses and resolves conflicts between associates
- Sponsors and leads associates through change
- Responds to incidents or injuries and ensures first aid response takes place as needed
- Collaborates with the other FFC teams to ensure consistent processes and expectations
- Bachelor’s Degree - Supply Chain Management, Transportation, Business, or related field OR 4 years of experience in distribution center/warehouse operations, customer service, or related area
- Basic computer skills, including a working knowledge of Microsoft Office
- Basic computer skills, including a working knowledge of Microsoft Office
- Excellent management and supervisory skills
- Excellent verbal and written communication skills
- Extensive knowledge of customer service procedures and principles
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Experience managing resources, time, and budgets
- Experience working with and communicating to all levels of leadership in the organization
- Previous leadership roles in other Lowe’s supply chain facilities, or leadership roles in Corporate-led initiatives
- Bi-lingual skills, if applicable to the facility