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

Freudenberg Group•Aurora, IL

30d•$75,000 - $80,000•Hybrid

About The Position

This role is responsible for supervising direct reports to ensure optimal customer service, managing employee performance and goals, and collaborating with various teams to maintain system data and processes. The position also involves analyzing customer ordering patterns, supporting automation initiatives, and contributing to the development and documentation of new processes. The supervisor will represent the Customer Information Center (CIC) Department in team calls and presentations.

Requirements

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.
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.

Nice To Haves

Bachelor's Degree preferred
Bilingual English/Spanish strongly preferred
Flexibility for minimal travel (typically twice/year), including Canada.

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.
Collaboration 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.