International Customer Experience Supervisor

A leading manufacturer in the residential interiors space is seeking an International Customer Experience Supervisor to join the team. This is a fast-growing, innovative, and collaborative organization committed to delivering a world-class customer experience. The International Customer Experience Supervisor leads the International Customer Experience team and is responsible for accurate, timely, and compliant support throughout the international order lifecycle. 

Salary + Additional Benefits: 

• $66,000–$70,000 
• Medical, Dental, Vision Insurance 
• 401K - company match 

Location: Houston, TX 
Type of Position: Direct Hire 

Responsibilities: 

• Lead and manage a team of International Customer Experience Specialists, providing daily direction, coaching, training, and support to ensure accurate and timely service delivery. 
• Oversee the full international order lifecycle from purchase order receipt through booking, release, fulfillment, shipment, and post-delivery support. 
• Ensure international orders are processed accurately in JDE, Salesforce, Partner Insight, and other required systems, including pricing, product codes, shipping instructions, and customer requirements. 
• Oversee preparation and accuracy of export documentation, including commercial invoices, packing lists, certificates of origin, and other required shipping records. 
• Ensure team adherence to HTS codes, Incoterms, EEI filing requirements, compliance screenings, U.S. export regulations, and established internal guidelines. 
• Serve as the primary escalation point for complex international customer, order, return, shipment, documentation, and system issues, driving timely resolution and clear communication. 
• Monitor open orders, backorders, booking holds, aged cases, RMAs, and returns, and ensure customers and internal partners receive proactive status updates. 
• Partner with Sales, Logistics, Distribution, Finance, Engineering, Production, Compliance, and other cross-functional teams to remove obstacles and support timely order fulfillment. 
• Establish and maintain international customer service standards, procedures, documentation, and training materials to promote consistency, accuracy, and compliance. 
• Monitor customer and order interactions, team workload, service levels, and quality results to identify risks, training needs, and process improvement opportunities. 
• Conduct regular coaching and performance evaluations, provide clear feedback, recognize strong performance, and implement performance improvement plans when needed. 
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems. 
• Exhibits and adheres to the company's established values. 
• Must demonstrate commitment, dependability, punctuality, and adherence to the agreed-upon schedule while being present in the workplace to effectively collaborate and communicate among co-workers and teams. 
• Handles additional tasks and duties based on business needs.

Requirements: 

• Bachelor's degree in Business Administration, International Business, Supply Chain, Logistics, or a related field preferred; equivalent combinations of education and experience will be considered 
• Minimum of 3 years of relevant experience in international customer service, order management, export operations, logistics, or a related support function, including experience leading or supervising a team 
• Working knowledge of international logistics and export processes, including EEI filings, commercial invoices, certificates of origin, HTS codes, Incoterms, and compliance screenings 
• Experience using ERP and CRM platforms such as JDE and Salesforce; Partner Insight and ACE Portal experience preferred 
• Strong aptitude for navigating order management, customer service, and business systems, with proficiency in Microsoft Word, Excel, and Outlook 
• Experience in interior design, custom home building products, luxury home furnishings, and/or the lighting industry is a plus 
• Exceptional verbal and written communication skills, including the ability to communicate clearly with global customers, distributors, sales teams, and internal partners 
• Strong leadership and team management skills, with the ability to coach, develop, and support employees through changing priorities 
• Strong problem-solving, decision-making, and escalation management abilities 
• Ability to interpret detailed order, shipping, and compliance requirements and maintain accurate records 
• Ability to analyze operational data, identify trends and risks, and translate findings into practical actions 
• Exceptional organizational and time management skills with strong attention to detail and accuracy 
• Ability to prioritize multiple tasks and changing priorities in a fast-paced environment 
• Ability to achieve results independently and through others by fostering teamwork, accountability, and cooperation 
• Demonstrates exceptional customer service and communication across email, chat, and phone channels 
• Available to work a flexible schedule, including weekends, early mornings, and late evenings, based on business and international customer needs 

Due to the high volume of applications we typically receive, we regret that we are not able to personally respond to all applications. However, if you are invited to take the next step in the process, you will typically be contacted within one week of submitting your application. 

 

#LI-DNI