Customer Experience Supervisor

Company Description

With over 100 years of experience, Sika is a worldwide innovation and sustainability leader in the development and production of systems and products for commercial and residential construction, as well as the transportation, marine, automotive, and renewable energy manufacturing industries.

Sika has offices in over 103 countries with over 400 manufacturing facilities and more than 33,000 employees worldwide. With annual sales of CHF 11.24 billion in 2023, our commitment to quality, innovation, and the environment as well as putting our customer’s needs first, encompasses why Sika is the global leader in our industries.

Job Description

Specific Duties and Responsibilities:

Team Leadership:

• Supervise and lead the customer experience team.
• Provide guidance, support, and training to team members.
• Conduct performance evaluations and provide feedback.

Customer Interaction Management:

• Monitor and manage customer interactions across various channels (phone, email, chat, social media).
• Ensure timely and effective resolution of customer inquiries and issues.
• Develop and implement customer service protocols and procedures.

Order Management:

• Oversee the order management process to ensure timely and accurate order fulfillment.
• Coordinate with logistics and supply chain teams to resolve order-related issues.
• Implement systems and processes to improve order accuracy and customer satisfaction.

Quality Assurance:

• Maintain high standards of customer service quality.
• Conduct regular quality assurance checks and provide feedback for improvement.
• Ensure compliance with company policies and industry regulations.

Process Improvement:

• Identify opportunities to enhance processes and systems related to customer experience and order management.
• Implement changes to improve efficiency and effectiveness of customer service operations.
• Stay updated on industry trends and best practices.

Collaboration and Communication:

• Work closely with other departments (e.g., sales, marketing, product development) to ensure a seamless customer experience.
• Communicate customer insights and feedback to relevant stakeholders.
• Participate in cross-functional projects aimed at improving customer satisfaction.

Overseeing the Customer Experience Unit:

• Ensure the efficient operation of the customer experience unit.
• Develop and monitor team goals aligned with company objectives.
• Address and resolve escalated customer issues and complaints

Qualifications

Job Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• At least 4 years of proven experience in a customer service or customer experience role, preferably in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficient in using customer service software and tools.
• Strong analytical and problem-solving abilities.
• Ability to handle stressful situations and resolve conflicts effectively.
• Customer-centric mindset.
• Strategic and analytical thinking.
• Strong problem-solving skills.
• Excellent communication and presentation skills.
• Ability to influence and drive change.
• Detail-oriented and results-driven.
• Proficient in order management systems and processes.
• Ability to build and maintain strong business unit partnerships.