CX Supervisor- Retail & International Partnerships

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better. As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better. 

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 600+ passionate team members.

Summary:

The Retail and International Partnerships CX Supervisor is an intermediate-level position tasked with overseeing the daily operations of specialists focused on supporting our retail and international accounts. You will lead a team within a dynamic, often changing environment. This role requires you to maintain strong relationships with key internal partners and external accounts while managing departmental service levels and alternating between leadership responsibilities or agent-level tasks as necessary.

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Leads and develops a team of 10-15 Retail Partner Specialists and ensures they consistently meet performance metrics and provide effective customer service to customers and retail vendors. 
• Establishes and cultivates long-term partnerships with third-party vendors, ensuring smooth collaboration and seamless customer support.
• Serve as the primary CX-org liaison between internal teams and vendors to share updates on new product developments, launches, and promotions.
• Coordinates with the Training Manager to develop resources for both internal and external partners for new products, support updates, and customer service techniques to ensure the team remains informed on impacting changes. 
• Track and analyze vendor performance metrics, ensuring that service levels, quality, and delivery standards meet expectations. 
• Oversee the timely resolution of service-related issues from vendors, ensuring that customer experience remains consistent and high-quality.
• ??Develop specialists and their skill sets and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• In conjunction with the omnichannel team, develop a pre and post-sales playbook to help new B2B customers launch successfully.
• Collaborate with stakeholders driving domestic and international retail, wholesale, and distribution; Establish seamless communication streams in support of fostering relationships. 
• ??Create and execute realistic action steps and timelines for the team with strict attention to details and performance
• ??Achieve team performance excellence to ensure high quality and high volume productivity
• ??Recruit, hire, and build a team of highly productive candidates through coaching, collaboration, and motivation of staff
• ??Fulfilling the customers’ necessities while providing an exceptional customer experience is the expected behavior of all our employees, and it will be measured by specific metrics.
• ??Appropriately assess risk when business decisions are made, demonstrating particular consideration for the company’s brand, its clients and assets by adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Will perform additional responsibilities as required, including travel for leadership or training purposes (not expected to exceed 10%)

Leadership Responsibilities:

• Directly supervises the department and a team of 10-15 non-exempt (hourly) Team Members
• Provides weekly reporting to management on quality assurance initiatives and scores, utilization rates, wrap times, trends, gaps, and other relevant information to drive improvement 
• Responsible for real-time analysis of department queues and anticipates necessary staffing or resource allotments to meet outlined goals 
• Participates in the daily activities of their team in the event of understaffed situations
• Effectively implements procedure and policy changes while maintaining or improving team morale 
• ??Evaluat