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POSITION: Customer Excellence Supervisor

DEPARTMENT: Value Stream

LOCATION: Waterloo, ON

Position Summary

We are seeking a dynamic and people-centric Customer Excellence Supervisor to lead and inspire our Customer Service team within the Value Stream. This role is critical in cultivating a customer-first culture that is reflected both internally and externally — integrating cross-functional efforts, aligning departmental goals, and delivering a consistent, high-impact customer experience.

As a natural mentor and collaborative leader, the ideal candidate will bring the team together to drive service excellence, support team growth and development, and champion process improvements that strengthen the customer journey and our presence in the market. Leading a team of Customer Service Representatives (CSR’s).

Essential Functions

• Provide day-to-day leadership to the Customer Service team (CSR’s), setting high standards for service delivery, accountability, and performance.

• Lead by example in promoting a mindset of customer excellence — both in external interactions and internal team dynamics.

• Monitor customer purchase orders to ensure compliance and service standards are met.

• Oversee order entry accuracy and ensure timely maintenance of open orders in line with SOPs.

• Work in partnership with Value Stream leaders, global commercial teams, and channel partners to resolve issues and elevate the customer experience.

• Act as a cross-functional connector by integrating customer feedback, team input, and business strategy to improve service delivery.

• Foster a culture of motivation, accountability, and growth by supporting employee development through coaching, performance evaluation, and individualized career pathing.

• Identify opportunities for team training and system enhancements that contribute to better outcomes for customers and the business.

• Participate in recruitment, onboarding, and team development with a strong focus on mentorship and team cohesion.

EDUCATION

• Related post-secondary education or equivalent experience is required.

• A technical post-secondary or equivalent degree is preferred.

EXPERIENCE

• 2-4 years of related experience with a proven customer service track record in technical sales environment

• Prior experience in a manufacturing environment is desired.

COMPETENCIES

• Provide day-to-day leadership to the Customer Service team (CSR’s), setting high standards for service delivery, accountability, and performance.

• Lead by example in promoting a mindset of customer excellence — both in external interactions and internal team dynamics.

• Monitor customer purchase orders to ensure compliance and service standards are met.

• Oversee order entry accuracy and ensure timely maintenance of open orders in line with SOPs.

• Work in partnership with Value Stream leaders, global commercial teams, and channel partners to resolve issues and elevate the customer experience.

• Act as a cross-functional connector by integrating customer feedback, team input, and business strategy to improve service delivery.

• Foster a culture of motivation, accountability, and growth by supporting employee development through coaching, performance evaluation, and individualized career pathing.

• Identify opportunities for team training and system enhancements that contribute to better outcomes for customers and the business.

• Participate in recruitment, onboarding, and team development with a strong focus on mentorship and team cohesion.

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Physical Environment and Environmental Factors

• Regularly works in an office setting.

• Frequently required to stand, sit, talk, and hear

• Must be able to work in front of a computer for a large portion of the day. May occasionally lift up to 20lbs

Quadro Engineering Corp. is committed to providing a barrier-free workplace. If accommodation is required during the selection or interview process, it will be available upon request. This job posting is available in an accessible format upon request.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

IDEX is an Equal Opportunity Employer . IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

Job Family: Sales

Business Unit: Quadro