Customer Service Operations Supervisor North America (Professional B2B) (f/m/d)
$75,000–$80,000 year
HybridAurora, Illinois, United States
Job Summary
Manage Key Accounts (OTC) in SAP, support order processing, and supervise direct reports with daily guidance. Resolve order processing issues, escalate topics appropriately, and lead adherence to Customer Master Data, Reporting, & Scorecard Requirements. Collaborate with Country Manager and SCM Manager to maintain SAP pricing, rebates, credits, and document new processes. Analyze customer ordering patterns to suggest efficiency improvements and support the Go Autonomous initiative for automated order entry. Fine recoupment includes researching infractions, contesting tasks, and monthly reporting. Create onboarding plans for new hires and represent the CIC Department during team calls. Work a hybrid schedule with 3 days/week on-site in Aurora, IL.
Required Qualifications
- High School diploma or equivalent
- At least 4 years of experience in B2B Customer Service environment or relevant lead/supervisor role supporting a manufacturing or production-based company
- Ability 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
- Ability to work a hybrid schedule with 3 days/week on-site (Aurora, IL, 60502)
Desired Qualifications
- Bachelor's Degree
- Bilingual English/Spanish
- Strong knowledge of ERP-based programs (SAP)
- Strong knowledge of EDI
- Strong knowledge of MS Office (particularly Excel and PowerPoint)
- Ability to make important decisions in a fast-paced environment that affect company metrics and have financial implications
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