Sales Support Supervisor

UL Solutions • Chicago, IL

5d • $118,750 - $131,250

About The Position

Helps to unify the Customer Success, Sales, Administration, and Delivery teams by supporting the onboarding experience for UL customers. Customer satisfaction is the primary responsibility. Enhances the customer relationship by overseeing the contractual process and addressing customer administrative issues, concerns, and requirements. Leads a sales support team to assist with these responsibilities. Oversees the utilization of third-party portals to ensure an efficient onboarding, invoicing and payment process. Ensures vendor supplier forms are efficiently and accurately processed by team members. Reaches out to customers to confirm billing details, payment terms, invoicing requirements, etc. are accurate, prior to contract execution. Identifies and communicates existing accounting issues with customer for resolution. Negotiates the resolution of administrative issues for customers. Acts as “escalation desk” for complex customer challenges. Using the Customer Relationship Management System (CRM) and Oracle, manages customer account data. Manages customer experience during the onboarding process, including feedback to customer if there are contractual requirements which cannot be met. Measures and monitors customer satisfaction and conducts reviews with them. Manages the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and implemented. Provides coaching and training for Sales Support team to ensure consistent service levels are maintained. Assists in creating escalation criteria for Sales Support team. Manages the performance at the team level by monitoring throughput, turnaround, and quality (accuracy) of the Sales Support team. Reads and follows the Underwriters Laboratories Code of Conduct, and follows all physical and digital security practices. Performs other duties as directed. What you’ll experience working for ULS UL Solutions has been pioneering change since 1894 and we’re still leading the way. From day one, we’ve blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science. That’s where you come in — because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe. This is more than a job. It’s a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today — and tomorrow. As a member of our safety science community, you’ll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world. Everyone here is unique. But we’re also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change. Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future — one where everyone benefits. Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com

Requirements

• Bachelors degree
• 5+ years of related experience
• Business acumen and understanding of business sales processes
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software

Responsibilities

• Helps to unify the Customer Success, Sales, Administration, and Delivery teams by supporting the onboarding experience for UL customers.
• Customer satisfaction is the primary responsibility.
• Enhances the customer relationship by overseeing the contractual process and addressing customer administrative issues, concerns, and requirements.
• Leads a sales support team to assist with these responsibilities.
• Oversees the utilization of third-party portals to ensure an efficient onboarding, invoicing and payment process.
• Ensures vendor supplier forms are efficiently and accurately processed by team members.
• Reaches out to customers to confirm billing details, payment terms, invoicing requirements, etc. are accurate, prior to contract execution.
• Identifies and communicates existing accounting issues with customer for resolution.
• Negotiates the resolution of administrative issues for customers.
• Acts as “escalation desk” for complex customer challenges.
• Using the Customer Relationship Management System (CRM) and Oracle, manages customer account data.
• Manages customer experience during the onboarding process, including feedback to customer if there are contractual requirements which cannot be met.
• Measures and monitors customer satisfaction and conducts reviews with them.
• Manages the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and implemented.
• Provides coaching and training for Sales Support team to ensure consistent service levels are maintained.
• Assists in creating escalation criteria for Sales Support team.
• Manages the performance at the team level by monitoring throughput, turnaround, and quality (accuracy) of the Sales Support team.
• Reads and follows the Underwriters Laboratories Code of Conduct, and follows all physical and digital security practices.
• Performs other duties as directed.

Benefits

• Total Rewards : We understand compensation is an important factor as you consider the next step in your career.
• The estimated annual compensation for this position is $118,750. - $131,250. which includes a base salary of $95,000. - $105,000. and 100% on target performance.
• Members of the sales function are eligible to participate in the UL Solutions Sales Incentive Plan.
• The annual target incentive for this position is 25% of the base salary, paid quarterly, and is contingent upon performance.
• Compensation is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors.
• This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country.
• We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees