Customer Experience Supervisor at Westlake

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Chemicals, ManufacturingIndustries

Requirements

Bachelor’s Degree preferred
Minimum 9 years of progressive customer service experience
Minimum 2 years as a team leader
Recognized as a subject matter expert in Polyethylene CSR Operations
Proficient at data gathering, analysis/evaluation, and efficient use of time
Experience in leading cross-functional projects
Excellent written & verbal communication skills
Detail oriented

Responsibilities

Lead the Customer Experience Operations team under the direction of the Manager – Customer Experience, operating independently on a day-to-day basis
Provide daily direction and communication to team members in coordination with the Team Lead to ensure customer service inquiries are answered timely, efficiently, and knowledgeably
Create and maintain a high-quality work environment to motivate team members to perform at their highest level
Evaluate processes and procedures, identify and execute improvements and cost-savings initiatives to improve efficiency and service levels for internal and external customers
Ensure orders are accurately processed timely and product delivery is completed on time; perform root cause analysis on failures with team members to correct and prevent issues
Coordinate with Transportation & Logistics and third-party partners to process and ship loads, improve operations, and support claim resolution
Maintain document retention for all compliance documents with SOX, ISO, and audits
Solve complex problems, take a broad perspective to identify best practice solutions, and participate in or lead continuous improvement projects focused on digitization and automation
Liaise between Customer Experience Operations and other functions on communications, training, and special projects, with guidance only in the most complex situations
Escalate customer issues appropriately and ensure proper follow-up and resolution
Provide performance feedback and coaching to team members regularly; participate in writing and communicating performance reviews, incorporating Team Lead feedback; provide employee counseling and documentation when necessary
Ensure employees have appropriate training and resources; promote developmental and cross-functional training
Respond to and resolve employee relations issues in coordination with Team Lead; address disciplinary and/or performance problems according to company policy
Develop, analyze, and implement staffing, training, scheduling, and reward/recognition programs
Establish work processes and procedures that support company and departmental standards, procedures, and strategic directives
Comply with all company policies and procedures
Support company goals of continuous improvement and operational excellence at strategic and tactical levels, including reviewing areas of responsibility for improvement opportunities, initiating projects, communicating ideas to management, and participating on project teams
Perform any additional responsibilities or tasks as assigned