What are the responsibilities and job description for the Customer Experience Supervisor position at Sourcebooks?
At Sourcebooks, books change lives—and so do the people who bring them to readers. As a Customer Experience Supervisor, you’ll be at the heart of our mission, ensuring exceptional interactions with customers, authors, and business partners. You’ll lead a dynamic team, oversee daily operations, and contribute to process improvements that enhance efficiency and satisfaction. If you’re a book lover who thrives in a collaborative, growth-minded culture and is passionate about delivering outstanding service, we’d love to have you on our team!
This hybrid position is located in our home office in Naperville, Illinois, in the western suburbs of Chicago. This is a salaried, exempt positoin with a pay range of $60,000 - $65,000 (salary to commensurate with experience).
What You’ll Do:
- Supervise and support the Customer Experience team, ensuring all inquiries and orders are handled efficiently and accurately.
- Manage order processing, monitor escalations, and collaborate with internal teams (Sales, Accounting, IT, Fulfillment, etc.) to resolve issues.
- Train team members on systems and best practices, fostering a culture of learning and continuous improvement.
- Utilize various platforms (SAP, Zendesk, Adobe Commerce, and more) to track customer interactions and optimize workflows.
- Identify process improvements and contribute to strategic initiatives that enhance the customer experience.
What You Bring:
- 3–5 years of experience in customer service, account management, or a similar role, preferably with previous experience in a supervisory or leadership capacity.
- A passion for books and a belief in their power to impact lives.
- A growth mindset with the ability to embrace change, problem-solve, and think strategically.
- Strong leadership and decision-making skills, with the ability to work independently and adapt to evolving needs.
- Excellent communication skills—both written and verbal—with a professional and friendly approach.
- Experience in business-to-business (B2B) and business-to-consumer (B2C) customer service environments is a plus.
- Proficiency in Microsoft Office Suite and the ability to learn new systems quickly.
- A flexible and adaptable mindset, especially during peak seasons.
Why Sourcebooks?
- Be part of a fast-growing, innovative publishing company that’s shaping the future of books.
- Work with passionate, driven colleagues in a collaborative and supportive environment.
- Enjoy opportunities for growth and development while making a meaningful impact on readers and the industry.
If you’re ready to lead a customer-focused team in a company that values books, innovation, and a growth mindset, apply today!
Be sure to include a strong cover letter expressing your interest in Sourcebooks and be sure to include salary expecations.
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, & generous paid time off.
Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
Sourcebooks is a fast-growing entrepreneurial company seeking impact players and difference makers. We create books that transcend categories and defy odds; with hundreds of national bestsellers and awards to show for it. We are a company of enthusiastic, book-loving employees who are dedicated to connecting books to readers in new and innovative ways. Every day, we are transforming the publishing industry with bold thinking and unprecedented results. Story by story, book by book, we have touched over 100 million lives. Join us as we strive to change 100 million more!
Salary : $60,000 - $65,000
