Customer Experience Supervisor

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications. Dometic Land Vehicles Americas is a trusted provider of high-end products for recreational vehicles, commercial passenger vehicles and overlanding vehicles in North America, Latin America, and the Caribbean. We are on a journey of continuous growth – now looking for our next star – a passionate Customer Experience Supervisor within our Customer Experience capability. This position reports to Customer Experience Manager and will work in our Elkhart, IN, Dometic Office Location.

 

About the position

As a Customer Experience Supervisor within our Customer Experience team, you will lead a team of Customer Experience Experts supporting Dometic’s RV Aftermarket business. This role ensures exceptional service delivery, drives process improvements, and fosters a culture of accountability, empathy, and continuous learning. As a frontline leader, the Supervisor partners cross-functionally to resolve escalations, optimize workflows, and uphold Dometic’s commitment to customer satisfaction and operational excellence.

Your main responsibilities

Team Leadership & Coaching

• Supervise a team of Customer Experience Experts, providing daily guidance, coaching, and performance feedback
• Foster a collaborative, inclusive, and high-performing team culture aligned with Dometic’s Core Values
• Conduct regular team huddles, one-on-ones, and development planning sessions

Customer Experience & Escalation Management

• Monitor service levels, case resolution times, and customer satisfaction metrics
• Handle complex customer escalations with professionalism and empathy

Process Optimization & Reporting

• Identify and implement process improvements to enhance efficiency
• Maintain SOPs, training guides, and knowledge base content for team use
• Track KPIs and prepare reports for leadership on team performance and customer trends

Cross-Functional Collaboration

• Represent the voice of the customer in internal meetings and improvement initiatives

What do we offer?

You are offered an interesting role in a dynamic, fast paced, and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact 

A suitable background would be a solid experience within supervision and customer experience – as well as the following qualifications and experiences:

• Education: HS diploma or equivalent required, bachelor's degree in a related field preferred.
• Experience: Prior supervisory experience, preferably in a customer service leadership role. Prefer experience in a heavy call volume aftermarket environment.

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Ability to work and prioritize in a fast-paced environment with minimal supervision
• Strong attention to detail; outstanding customer service skills, professional verbal and written communication skills required 
• Excellent written and verbal communication abilities
• Proficiency in Microsoft Office Suite and other related business programs required; D365 or other related system experience highly beneficial 
• Ability to analyze data, identify trends, and drive actionable improvements
• Empathy-driven approach to customer and employee interactions; takes problems and solves them through the right channels

Dometic’s Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change, and We walk the talk; these values reflect the heart and soul of Dometic, and they define what it takes to work here and how we do things.

Dometic operates with a hybrid policy. We see the social aspect of being in the office, meeting colleagues, ha