Customer Experience Supervisor

**Customer Experience Supervisor**
The Customer Experience Supervisor (CES) is responsible for managing the Customer Experience Representative (CER) team, assigning tasks, measuring performance, and implementing initiatives to achieve key performance indicators (KPIs) while ensuring a high level of customer service.
The CES collaborates with the Customer Experience Manager to design and deploy training plans, improve team efficiency, and support process automation.
**Key Responsibilities**:
- Assign and oversee CER tasks, including customer complaints and purchase order cases.
- Calculate, update, and communicate KPIs to the team.
- Handle Level 1 customer experience escalations, ensuring customer satisfaction and adherence to company procedures.
- Conduct performance evaluations and one-on-one meetings.
- Design and implement training plans and lead continuous improvement efforts.
- Collaborate with other departments (e.g., planning, production, ...