Customer Experience International Supervisor

Who we are:

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and, above all, a world-class customer experience.

The Customer Experience International Supervisor leads the International Customer Experience team and is responsible for accurate, timely, and compliant support throughout the international order lifecycle. This role provides day-to-day direction, coaching, and escalation support while partnering with customers, sales teams, distributors, and internal cross-functional teams to deliver a seamless global customer experience.

Visual Comfort Offers:

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm; hours may vary based on the needs of the business
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

How success is defined:

• 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 established Visual Comfort Company 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.

What you will bring:

• 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.

Compensation Range: $66,000 - $70,000

Compensation is based on individual factors, including skill set, relevant experience, and work location

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