Customer Service Operations Supervisor North America; Professional B2B

As a member of the Professional (B2B) team, the CIC (Customer Service) Supervisor US/CA/MX is responsible for managing key customer account relationships while supervising their direct reports (currently 3 between the US and Canada). The Supervisor plays an active role in supporting the CIC team through the Order-to-Cash process and managing the performance of their direct reports. The CIC Supervisor works closely with the SCM Manager and Country Managers to balance the CIC team’s workflow and objectives.

This role is based in Aurora, Illinois, and also includes responsibilities across Mexico and Canada.

• 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.

• 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.
• Ability to work a hybrid schedule with 3 days/week on-site (Aurora, IL, 60502).

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.

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We respectfully request that recruitment agencies and third-party recruiters refrain from contacting us regarding this position.

Freudenberg Group is a privately held global organization headquartered in Germany. With a presence in 60 countries and a workforce exceeding 50,000 employees, the Freudenberg Group operates across 40 distinct market segments and generates annual sales of more than €11 billion. Freudenberg Home and Cleaning Solutions (FHCS), also known as Freudenberg Household Products (FHP) in North America, is a company of the Freudenberg Group and consists of two business areas: the consumer business and the professional applications business.

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