Position Summary:
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.
Essential Functions of the Job:
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.
Knowledge, Skills and Abilities (KSA's):
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 investigate and analyze problems, make sound judgments and solve problems in a timely fashion.
Must be able to conduct training sessions to a group or one-on-one.
Bi-lingual is a plus.
Education and Experience:
Bachelor's degree in Technical or Engineering fields preferred.
3 year's service management experience in a customer support, technical support, and/or project management role.
3-5 year's service management experience with Associates Degree.
5-8 year's service management experience with no degree.
Core Competencies for Leaders:
Leading Change / Change Management: Ability to drive improvement of team, division, and corporate goals and objectives through people. Ability to balance change and continually strive to improve business performance.
Leading People / Teamwork: Ability to design and implement strategies which maximize employees' potential and foster high ethical standards in meeting the team, division, and corporate objectives.
Communication: Ability to explain, advocate, and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally. The ability to develop internal and external networks and identify the issues that impact the work of the organization.
Business Acumen: Understands and interprets business financials and metrics, and utilizes latest business strategies. Focuses on outcomes and creates opportunities for success. Acquires and utilizes human, financial, material and information resources effectively.
Results Driven: Ability to make timely and effective decisions and produce results through planning and the implementation and evaluation of business metrics, systems, policies, and program; stressing accountability and continuous improvement.
Working Conditions:
While performing the duties of this job, the employee is regularly required to sit or stand for prolonged periods.
Must be able to work under pressure and meet deadlines.
Must be able to work overtime, weekends and/or holidays as required to complete job assignments.
Required to wear personal protective equipment while performing work in production area.
Must be able to travel if required. Approximately 20%.
Alamo Group is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity or expression, disability or veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing (where permitted by law).
