Customer Care Supervisor

Customer Care Supervisor

This role will report into the Westlake, Ohio office.

IMCD is creating a world of opportunity as a global leader in the formulation, sales and distribution of specialty chemicals and ingredients. Our story can be traced back to a small group of companies that came together in 1995 with a vision for the industry. Today, guided by the entrepreneurial spirit of our founders, we operate in more than 60 countries across six continents and proudly employ over 5,200 professionals.

Our aim is to help our suppliers simplify and grow their business operations through our extensive local networks, market intelligence and technical expertise. Our customers benefit from direct access to a large portfolio of high-quality products, avoiding the complexity of dealing with multiple points of contact. As a responsible distributor of specialty chemicals, our strategy for growth is underpinned by balancing the needs of our people, the environment, and the communities within which we operate.

We are rightfully proud of our team's diversity, which draws from a range of backgrounds and nationalities, and enables us to benefit from fresh perspectives and ways of problem-solving.

The Customer Care Supervisor plays a crucial role in driving outstanding service for IMCD customers. As a Customer Care Supervisor, you will provide direct day-to-day oversight and development of a team of 6-8 customer care specialists supporting a specific line of business. You will ensure successful execution of daily team operations and achievement of team KPIs, support the resolution of escalated customer issues, and contribute to continuous improvement efforts and the overall strategy of the department.

Critically, you will develop strong relationships with internal stakeholders within the operations and commercial teams and leverage cross-functional collaboration and strategic thinking to drive excellent customer care outcomes.

• Oversee day-to-day operations for a group of Customer Care Specialists, ensuring successful order entry, order management, and achievement of service level KPIs.
• Develop and mentor direct reports through regular 1:1 meetings, real-time coaching, and formal reviews to enhance performance, drive customer-centricity, and support autonomous decision making/problem-solving.
• Interface with various levels of the organization (IMCD commercial team, Supply Chain, and Principal Management, etc.) and customers to identify and implement viable solutions for highly complex or escalated customer issues.
• Collaborate with department and company leadership to drive continuous improvement efforts, including performing root cause analysis of issues, implementation of process improvements, and implementation of digital tools to enhance efficiency and service levels.
• Leverage data and reporting to proactively identify potential issues/trends/solutions related to order fulfillment (OTIF) and service levels.

• High School Diploma or equivalent required.

• Minimum 6 years of experience in customer service or operations support, including 4 years of B2B customer service
• Minimum 2 years in coaching/mentoring others or in a supervisory/leadership role.
• Proficiency with ERP systems and Microsoft Office applications.
• Proficiency with order entry, order management, and end-to-end customer service.

(Associate’s degree may offset 2 years of experience; Bachelor’s may offset 4 years)

• Exceptional communication skills, with the ability to convey information clearly and professionally through phone, email, and written documentation, and to adapt communication style based on audience and urgency.
• Ability to foster a customer-centric mindset and build a team culture of accountability, autonomy, and problem-solving via coaching and feedback.
• Ability to facilitate cross-functional collaboration, particularly between customer care, supply chain, and commercial teams and influence decision-making.
• Advanced problem-solving and critical-thinking skills, with the ability to evaluate complex issues, identify root causes, determine options,…