Customer Service Operations Supervisor North America (Professional B2B) (f/m/d)

Responsibilities

• Manage Key Accounts (OTC) in SAP system, and support order processing of other Coordinators.
• Manage order processing issues and escalate topics appropriately.
• Supervise direct reports, providing guidance daily as needed for optimal customer service.
• Manage employee performance and goals.
• Collaborate with Country Manager to maintain SAP pricing, rebates, and credits utilizing 4-eyes compliance.
• Escalate topics to SAP Key User for resolution.
• Lead adherence to Customer Master Data, Reporting, & Scorecard Requirements.
• Take appropriate action to correct and identify issues and escalate as appropriate.
• Fine recoupment, includes knowing fine policies/procedures of all accounts, researching infractions with the CIC Team, contesting/delegating tasks for contesting, as well as monthly reporting to SCM Manager and Country Managers.
• Collaborate with SCM Manager and CIC Coordinators to develop and document new/existing processes.
• Create onboarding plan for new hires in collaboration with SCM and Country Manager, to include participation from entire CIC Team.
• Represent CIC Department during Monthly Team calls and presentations.
• Collaborate with the CIC Coordinators to ensure priority topics are included.
• Analyze customer ordering patterns and make suggestions for improved efficiency.
• Support the Go Autonomous initiative for automated order entry, escalating and troubleshooting in coordination with CIC Coordinators and Global Leads.

Qualifications

• Bachelor's Degree preferred; High School diploma or equivalent required.
• At least 4 years of experience in B2B Customer Service environment or relevant lead/supervisor role supporting a manufacturing or production-based company.
• Bilingual English/Spanish strongly preferred.
• Strong knowledge of ERP-based programs (SAP strongly preferred), as well as EDI and MS Office (particularly Excel and PowerPoint).
• Ability to make important decisions in a fast-paced environment that affect company metrics and have financial implications.
• Must be able to multi-task and work on multiple projects at one time.
• Problem solving skills, including the ability to diffuse situations and immediately offer solutions.
• Flexibility for minimal travel (typically twice/year), including Canada.
• Able to work a hybrid schedule with 3 days/week on-site (Aurora, IL, 60502).