Customer Experience Supervisor

Description

Customer Experience Supervisor

Classification: Exempt

Reports to: Senior Manager Operational Excellence

Date: May 2026

JOB DESCRIPTION

Summary/Objective 

The Customer Experience Supervisor is responsible for delivering a high-quality, seamless customer experience across all customer touchpoints while supporting operational and logistics coordination activities. This role serves as a key liaison between customers, sales, marketing, production, and warehouse teams to ensure exceptional service, strong communication, and efficient execution of customer-related initiatives.

This position oversees customer interactions, showroom and tradeshow coordination, marketing material production, and logistics support functions that contribute to operational excellence and brand presentation. The Customer Experience Supervisor will focus on improving customer satisfaction, streamlining processes, supporting cross-functional collaboration, and ensuring timely execution of customer and operational needs.

Essential Functions

Reasonable accommodation may be made to enable individuals with different abilities to perform the essential functions.

Department Duties

Customer Experience & Relationship Management

- Oversee daily customer interactions to ensure timely, accurate, and high-quality service. 

- Resolve escalated customer inquiries and issues with professionalism and efficiency. 

- Monitor customer satisfaction metrics and recommend process improvements to enhance the overall customer experience. 

- Ensure customer needs are effectively communicated to the appropriate internal departments. 

- Support a customer-focused culture centered on responsiveness, accountability, and continuous improvement. 

- Serve as a liaison between customer service, sales, marketing, production, and warehouse teams to ensure alignment and service excellence. 

Showroom & Tradeshow Coordination

- Maintain showroom appearance, displays, and product presentation to ensure a premium brand experience. 

- Coordinate showroom activities, customer visits, and product demonstrations with internal stakeholders. 

- Plan and execute tradeshow logistics, including booth setup, shipping coordination, materials management, and event support. 

- Coordinate retail shop fits and event-related setup activities as assigned. 

- Utilize available resources and sustainability initiatives to support customized event displays and presentations.

Marketing & Production Support

- Manage printing schedules and coordination for marketing materials, collateral, and customer-facing documentation. 

- Ensure accuracy, quality control, and timely completion of printed materials and promotional assets. 

- Collaborate with vendors and internal teams to support production timelines and marketing initiatives. 

- Assist with logistics planning, material preparation, and distribution for customer and marketing activities.

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Logistics & Operational Support

- Support coordination of shipping, inventory, and warehouse-related activities to ensure timely fulfillment and operational efficiency. 

- Assist with freight scheduling, shipment tracking, and resolution of delivery-related issues. 

- Partner with warehouse and operations teams to maintain organized workflows and inventory accuracy. 

- Support continuous improvement efforts related to operational processes, communication, and customer support activities. 

Additional Responsibilities

- Partner with leadership to support customer experience strategies and operational initiatives.

- Promote a culture of safety, collaboration, accountability, and operational excellence.

- Other duties as assigned within the scope of the position. Additional responsibilities may be assigned to employees with the same job title

Required Duties of all Associates

- Manage all company business according to the cultural objectives of the company (values and behaviors) 

- Understand and execute the principles of the Participate in cross-functional teams as required to advance the business interests of the company

- Compliance with all company and regulatory policies/guidelines relating to associate safety, and product quality

- Other duties as assigned

Education & Experience

- High School Diploma required; some college preferred. 

- Experience in customer service, customer experience, operations, or related leadership roles preferred. 

- Proficiency in Microsoft Office products. 

- 3+ years of supervisory or leadership experience in customer-facing environments. 

- Demonstrated ability to problem solve with a flexible and collaborative approach.

Work Environment

- Office Environment

- Travel up to 50% as needed. 

Physical Demands 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

- Position requires standing, walking, handling, bending, kneeling, stooping, crouching, crawling, climbing, pulling and lifting to 25 pounds.

- Prolonged periods sitting at a desk and working on a computer.

Position Type/Expected Hours of Work

- Fulltime 

Core Values

At Wild Republic, we strive to maximize the positive impact we make on our customers, our community and our planet. That’s why we stand behind our core company values. 

EEO Statement

Wild Republic is an Equal Opportunity Employer. Applicants for employment, recruitment, hiring, training, transfer, promotion, pay, benefits, lay-off, demotion or termination of employment will be made without consideration of race, color, religion, sex, sexual orientation or preference, gender identity, national origin, age, disability, military status, ancestry, veteran status, or any other protected classification under applicable federal, state or local law.

Inclusion & Belonging Commitment

• Together Achieving Greatness keeps our focus on embracing each employee where they are. Our Core Values and DEIBA+      initiative has a global reach to ensure everyone is treated equitably,  included in our team, gain a true sense of belonging and feel real      acceptance. Only with diverse perspectives can we genuinely change the      world!

Location Accessibility Statement

• Wild Republic strives to make our premises, products, and equipment available      to all people respecting their individual needs, dignity, independence, and equal opportunity. We encourage assistive devices, service animals or      other support to anyone at our offices. Wild Republic encourages anyone     who encounters any adverse actions, malfunctions, or deficiencies to      report them immediately to our HR team at [email protected]. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice. 

· Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the company.