IPG Photonics is looking for a problem solver with strong communication and organizational skills to join our team as the Customer Experience Supervisor. The primary objective is to oversee the entire customer experience process and ensure that we exceeds customer expectations. This role is expected to manage and optimize the sales order entry process by leading a team of order processing specialists to ensure accuracy, efficiency, and timely processing of all sales orders. This role reports to the Inside Sales Manager and collaborates with the sales and customer service teams to support the company's sales pipeline.

The ideal candidate for this role will have experience in a sales management or support role, and possess excellent organizational, analytic, communication, and leadership skills. If you are passionate about ensuring customer satisfaction and have a drive for process improvement, we encourage you to apply for this exciting opportunity

Key Responsibilities:

• Manage a team of order processing specialists and provide leadership, guidance, and support to ensure compliance with established procedures and performance standards
• Monitor order processing activities to ensure the team meets targets and delivers high-quality work
• Develop and implement processes and procedures to ensure excellent customer service and support for the sales team
• Review team's orders for accuracy and completeness, and identify and resolve any issues or discrepancies
• Establish metrics and KPIs to monitor performance
• Develop, document, and implement efficient order processing procedures and policies to ensure accuracy, speed, and quality
• Communicate effectively with other departments and stakeholders to ensure order fulfillment goals are met
• Develop and maintain relationships with key customers to ensure their satisfaction and repeat business
• Analyze order processing metrics and identify opportunities for process improvement
• Aid the sales team in a supportive capacity to ensure alignment with the company's goals and objectives
• Help manage and maintain the CRM and ERP systems to ensure that all sales data is accurate and up-to-date
• Assist with creation and maintenance of sales reports, dashboards, and other tools to help the teams track progress and achieve targets

Requirements:

• Bachelor's degree in business or related field preferred
• Strong leadership and people management skills
• Excellent organizational and time management skills
• Ability to work well under pressure and manage multiple priorities
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficient in Microsoft Office and experience with order processing software/systems
• Aptitude for report building and experience with data analysis
• Knowledgeable on CRM software

About IPG Photonics

IPG Photonics is a globally recognized leader and innovator in the field of fiber laser technology. Our technology empowers our customers to drive innovation and disruption in a wide variety of industries, including high-tech electronics, advanced battery technology, aerospace, automotive, medical, and defense, among others. By leveraging our lasers, our customers can achieve breakthroughs in R&D and improve production efficiency. At IPG Photonics, we design and manufacture state-of-the-art fiber lasers and laser systems. We also collaborate with our applications labs worldwide to provide customized solutions that exceed our customers' expectations.