Your Job
As the Customer Success Supervisor, you will lead and provide direction to a dedicated team of customer service professionals supporting EMS customers across the Americas Region. In this role, you will drive team performance and efficiency while ensuring alignment with both sales and operational objectives. We are looking for a proactive and strategic leader, passionate about enhancing customer experiences, fostering team development, and implementing innovative practices to improve operational effectiveness.
Our Team
Our customer service division is central to our operations, directly interfacing with customers to ensure their needs are met with professionalism and efficiency. Composed of skilled and passionate individuals, the team is dedicated to fostering positive customer experiences and driving satisfaction. The Customer Success Supervisor plays a critical role in delivering the highest level of customer service to Molex customers.
What You Will Do
- Lead and develop a customer success team by setting clear goals, driving accountability, and reinforcing outstanding customer support standards aligned to company objectives.
- Optimize team performance by balancing workloads, prioritizing daily work, and improving efficiency to strengthen service delivery.
- Build team capability through continuous learning, coaching, and regular feedback conversations that support professional growth and open communication.
- Act as the primary escalation point for complex customer issues, delivering strategic solutions and coordinating cross-department collaboration to improve customer satisfaction.
- Use performance metrics to identify trends, communicate results, and drive process improvements that enhance operational performance.
- Partner with cross-functional and global teams to share best practices, promote consistency, and implement initiatives that streamline customer service processes.
- Support hiring and onboarding efforts by helping to create a supportive, inclusive environment that values diversity and teamwork.
- Champion adoption and effective use of tools such as Salesforce to improve tracking, reporting, and customer interaction quality.
- Contribute to long-term strategies that advance customer service excellence in alignment with departmental and business goals.
Who You Are (Basic Qualifications)
- Strong proven leadership experience, ideally in customer service or supply chain roles within the manufacturing industry.
- Proficient in SAP.
- Proficient in Salesforce.
- Proficient with Microsoft Office Suite.
- Bachelor's degree or higher.
- Advanced conversational English level.
What Will Put You Ahead
- Over 5 years of experience in a customer service role within a fast-paced, global organization.
- Proven track record of sustainable process improvements.
- Previous experience working with EMS customers.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
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