CX Team Supervisor

Job Summary

The Customer Experience Team Supervisor is responsible for leading the daily execution of Inline Plastics' Customer Experience organization by developing a high-performing Order Management team and ensuring consistent, best-in-class service for our customers. This role provides frontline leadership for customer order execution, service quality, and operational consistency while coaching, developing, and supporting the Order Management Representatives (OMRs).

Working closely with Sales, Planning, Manufacturing, Logistics, Marketing, and the Senior CX Strategist, the Team Leader ensures customer commitments are executed efficiently, service risks are identified early, and standardized processes are consistently followed. The role drives team performance through coaching, KPI management, workflow compliance, and continuous process improvement while fostering a culture of accountability, collaboration, and customer focus.

The Customer Experience Team Supervisor serves as the operational leader for the OMR team, ensuring the department delivers a consistent customer experience while supporting the company's growth through strong execution, talent development, and continuous improvement.

Essential Job Responsibilities

• Lead, coach, and develop the Order Management Representative (OMR) team to deliver consistent, high-quality customer service.
• Monitor daily order management activities and ensure customer inquiries and orders are completed within established service standards.
• Balance team workloads and account assignments to maintain efficient operations and service coverage.
• Develop and maintain cross-training and backup coverage to ensure continuity across the team.
• Monitor order fulfillment, inventory concerns, and customer service risks, partnering with the Senior CX Strategist and Operations as needed.
• Serve as the first point of escalation for customer service issues and support the team in resolving complex situations.
• Monitor team performance, provide regular coaching and feedback, and support employee development and performance reviews.
• Partner with Sales, Planning, Manufacturing, Distribution, Finance, and other departments to resolve customer issues and improve operational processes.
• Maintain and support CX standard operating procedures, training materials, and onboarding for new team members.
• Promote a collaborative, accountable, and customer-focused team environment aligned with Inline Plastics' values.
• Support the CX Manager with departmental initiatives, process improvements, projects, and organizational goals.

Safety

• Practices safe work habits and follows general safety procedures such as proper lifting and bending, ergonomics, proper use of equipment and use of personal protection equipment (PPE).
• Practices good housekeeping including clutter-free work area and general cleaning; follows FDA product safety standards, follows IPC product defense standards, and complies with all SQF requirements.
• Ensures lockout procedures are followed any time the equipment is being cleaned or maintained.

Product Safety and Quality

• Follows Product Safety and Quality standards.
• Follows FDA GMP's regarding food contact packaging as it pertains to the employee.

Minimum Requirements (include education, experience, special skills, licenses and/or certifications required.)

• .Bachelor's Degree (BA or BS) or equivalent from a 4-year college/ university or comparable work experience.
• Minimum 5 years of Customer Service Experience, Team Lead or Senior SME preferred.
• Experience with leading order management teams and managing large volumes of customer orders.
• Demonstrated abilities in Microsoft Office, including Excel and Outlook, is a must.
• Experience working in ERP systems to manage and process orders (Epicor preferred) as well as Business Intelligent Tools for Reporting.