A Place Where People Matter.
Start your career journey with Univar Solutions! Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you.
Primary Purpose: The I+S Customer Solutions Supervisor is responsible for leading a team of Customer Solutions personnel to deliver an exceptional customer experience through operational excellence, service quality, and effective execution of order-to-delivery processes. This role oversees day-to-day customer support operations, ensuring service level commitments, productivity goals, and quality standards are consistently achieved while supporting customer retention, profitable growth, and business objectives.
As frontline leader and customer advocate, the I+S Customer Solutions Supervisor partners closely with Sales, Product Management, Purchasing, Operations, and other internal stakeholders to resolve customer issues, improve processes, and enhance the overall customer experience. The role leverages customer, operational, and financial metrics to identify opportunities for improvement, drive team performance, and support operational effectiveness.
The I+S Customer Solutions Supervisor is accountable for team performance, including customer satisfaction, order management execution, service levels, productivity, issue resolution, and quality outcomes. This includes coaching and developing employees, managing workforce performance, fostering employee engagement, and driving a culture of accountability, collaboration, and customer-centricity.
WHAT YOU'LL DO:
Deliverables:
% of time spent
(Total 100%)
Lead, coach, and develop a team of Customer Solutions Personnel to achieve service, productivity, quality, and customer satisfaction goals. Ensure effective execution of order management activities and customer support processes while maintaining service level expectations.
30%
Drive customer satisfaction through proactive issue resolution, service quality monitoring, and customer advocacy. Utilize operational, customer, and financial metrics to identify trends, improve performance, and support continuous improvement initiatives.
30%
Partner with cross-functional teams to resolve customer concerns, improve processes, and enhance the end-to-end customer experience.
20%
Monitor and improve team performance through performance management, coaching, training, and employee development initiatives. Support onboarding, training, and development programs to ensure employees are equipped to meet operational and customer service expectations.
20%
Foster a culture of accountability, collaboration, safety, compliance, and continuous improvement within the Customer Solutions team.
Ongoing
Key Stakeholders:
Position/Title
Reason For Contact
Customer Solutions Manager
Immediate Supervisor
Customer Solutions Leadership
Reports Within This Organization
Customer Solutions Shared Resources
Customer Experience
Sales
Customer Experience
Product Management
Customer Experience
Shared Services Functions
Customer Experience
Supply Chain Functions
Customer Experience
Master Data
Customer Experience
Financial Responsibility:
- Authority To Release $50,000 In Credits and Debits
Supervisory Responsibility:
- Directly Responsible For Customer Solutions Personnel
WHAT YOU'LL NEED:
- 4-6 years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred
- Minimum of associate’s degree preferred; not required
Specialized Knowledge/Skills:
- Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook
- Strong SAP skills and experience utilizing business systems and customer service platforms to support operational effectiveness
- Working knowledge of customer service, order management, commercial operations, and related business processes
- Proven ability to lead operational initiatives and collaborate across functional teams to achieve service, customer, and business objectives
- Experience leading, coaching, motivating, and developing high-performing teams to achieve operational goals, service excellence, and employee engagement
- Expert coaching, team-building, and motivational skills with a demonstrated ability to foster a positive, accountable, and results-oriented work environment
- Proven customer service, relationship-building, and customer advocacy skills with a commitment to delivering an exceptional customer experience
- Excellent communication, presentation, and active listening skills, with the ability to effectively engage employees, customers, and cross-functional partners.
- Exceptional problem-solving, decision-making, and critical-thinking skills with the ability to use data and performance metrics to drive results
- Strong organizational, time management, analytical, and prioritization skills with the ability to manage multiple priorities in a fast-paced environment.
- Strong interpersonal skills with the ability to build credibility, foster collaboration, and positively influence outcomes across teams and stakeholders.
- Collaborative, approachable, and self-driven, with a willingness to embrace new ideas, lead through ambiguity, and continuously improve processes and performance.
- Knowledge of Univar Solutions' products, services, business operations, and the industries served is preferred.
Competencies:
The successful candidate will show advanced capability in the following competencies:
- Call/E-mail Management
- Issue Diagnosis
- Next Issue Avoidance
- Professional Communication
- Personality Flexing
- Positive Language
- Advocacy
- Alternative Positioning
WHERE YOU'LL WORK:
This is a hybrid opportunity that requires 3 days in office.
Univar Solutions is a leading, global distributor of chemicals and ingredients essential to the safety, health, and wellbeing of our daily lives from life-saving medicines and vitamins to hand sanitizers and industrial materials used for cleaning, construction, and more. Our global team of more than 9,500 employees support our vision to redefine distribution and be the most valued chemical and ingredient distributor on the planet!
We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing.
Univar Solutions supports sustainable solutions for the world around us so that we can do our part to help keep our communities healthy, fed, clean, and safe!
We are committed to a diverse workforce and a culture of inclusion. Together, we are building a culture that acknowledges the unique experiences, perspectives and expertise of individuals and provides the development and growth opportunities to empower us to redefine our industry.
Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation due to a disability during the hiring process, please contact us at careers@univarsolutions.com.
Univar Solutions does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms (collectively Recruiting Firms). Recruiting Firms must enter into a Master Services Agreement (MSA) with Univar Solutions prior to submitting any information relating to a potential candidate. All searches must be initiated by Univar Solutions' Talent Acquisition team and candidates must be submitted via Applicant Tracking System (ATS) by approved vendors who have been expressly requested to make a submission for a specific job opening. No placement fees will be paid to any firm unless the aforementioned conditions have been met. Contacting our hiring managers directly is prohibited.