Supervisor Customer Experience Support

Supervisor Customer Experience Support

Location: Richland, WA

You've probably enjoyed our fries without even knowing it! As a leading manufacturer in our industry, and public Fortune 500 company, we inspire and bring people together with foods they love and trust. Our customer base includes international food service providers, restaurants, and households in over 100 countries around the world.

A highly innovative global corporation with a start-up mindset, we empower every individual to make a genuine difference. You'll gain access to hands-on training to fuel your growth and success, explore opportunities for new solutions, and you'll join a winning team of 10,000+ people all dedicated to raising the bar – together.

If you have a strong drive for results, a desire to help us bring the world together through our fries, and are ready for a fresh challenge, we want to hear from you.

Job Description Summary

Under the general direction of Consumer Affairs & Product Recall leadership, the Customer Support Supervisor oversees a team of Customer Experience Support Associates responsible for delivering high quality customer support across multiple departments. This role ensures consistent, accurate, and timely responses to internal and external customer inquiries while driving operational excellence, team performance, and continuous improvement. The Supervisor serves as a key liaison between internal departments, such as Sales, Quality Assurance, Regulatory, Product Lifecycle Management, Operations, and Consumer Affairs, and external customers. In addition to handling escalated inquiries, the Supervisor coaches team members, monitors workflow, and ensures adherence to service standards, providing a positive and professional experience in every engagement.

Job Description

• Lead, mentor, and support a team of Customer Experience Support Associates, overseeing daily workflow, workload distribution, and performance against established SLAs, KPIs, and data quality standards.
• Serve as the primary escalation point for complex or sensitive customer inquiries, ensuring timely, accurate, and professional resolution.
• Communicate effectively with internal and external customers regarding requests related to food safety, quality, regulatory, ESG, operations, and other business areas.
• Collaborate cross-functionally with Operations Management, Quality, Food Protection, Sales, PLM, and Consumer Affairs to gather information and resolve customer issues.
• Ensure accurate documentation of all inbound requests in designated databases and oversee final disposition of cases handled by the team.
• Provide technical support to customers and account owners, guiding troubleshooting efforts and ensuring consistent service delivery.
• Drive continuous improvement, evaluating team effectiveness and contributing to the design and refinement of processes, procedures, and customer database oversight.
• Generate, review, and interpret ad-hoc reports to support internal stakeholders and identify trends or improvement opportunities.
• Support development and maintenance of knowledge base content, ensuring information is accurate, accessible, and aligned with operational needs.
• Balance operational priorities and project work, ensuring the team meets deadlines while maintaining high service quality.

Basic & Preferred Qualifications

• High School Diploma or equivalent required; Bachelor's degree preferred.
• Fluency in Spanish desired but not required.
• Experience in customer service and/or manufacturing operations preferred; prior leadership or team-lead experience strongly desired.

• Proficiency with Microsoft Office Suite and strong typing skills.
• Experience with CRM systems, specifically Salesforce.
• Highly effective verbal and digital communication skills, including professional phone etiquette.
• Strong troubleshooting, data analysis, and investigative skills.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to work independently while effectively leading a team.
• Valid Driver's License and driving record that meets Lamb Weston Driving Standards.

Industry-Competitive Benefits

Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive. Some of the most attractive elements of our benefit programs include:

• Health Insurance Benefits - Medical, Dental, Vision
• Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
• Well-being programs including companywide events and a wellness incentive program
• Paid Time Off
• Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
• Family-Friendly Employee events
• Employee Assistance Program services – mental health and other concierge type services

Benefits may vary based on location, job role/level, job status, and/or the terms of any applicable collective bargaining agreements.

Lamb Weston is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law