The Customer Account Supervisor will manage and lead a team of individuals to support the account management of our customers. This person will be able to multitask, meet tight deadlines and succeed, whether working independently or with a team. The ideal candidate will have leadership experience, a keen eye for detail, strong problem-solving skills, and a passion for customer service.

Roles and Responsibilities

• Effectively manage a diverse group of 4-6 team members.
• Manage priorities effectively and lead the team to meet deadlines.
• Communicate clearly, concisely, and professionally to ensure message is received and understood. Prompt and timely response to high email volume also required.
• Participate in the development, management, and analysis of operating budgets.
• Lead month-end transactional close process in a timely and accurate manner.
• Direct all activities around customer master data to ensure accurate customer data reporting and financial accounting.
• Direct all activities around pricing, accruals, and rebates to ensure accurate and timely processing and financial reporting.
• Monitor Customer Service key performance indicators (KPIs) and compare the team’s performance against these KPIs. Develop action plans to exceed targets.
• Direct Customer Account Coordinator’s activities and customer communications related to price increases, order lead times, monthly/quarterly/annual financial close, and production allocation and availability issues.
• Develop and implement standard customer inventory management functions, including consignment inventory procedures and vendor managed inventory procedures.
• Monitor customer complaints and respond within agreed timing guidelines. Resolve issues associated with customer complaints in a timely, complete manner.
• Maintain close relationships and coordinate activities with stakeholders.
• Represent the commercial organization for the annual financial audit process and ensure all audit requests are satisfied.
• Assist with developing training resources and tools to support staff members in their roles.
• Assess the effectiveness of internal controls and identify & implement opportunities to improve efficiency and strengthen controls.
• Coach and encourage team members in their professional development.
• Demonstrate a good understanding of credit, debit, and commission processes.
• Able to function as Order to Delivery (OTD) subject matter expert on special projects, if required.
• Serve as a functional backup for Customer Service Rep III and Senior Customer Service Supervisor/Manager.
• This position reports to the Senior Manager, OTD - Americas.

Qualifications

• Excellent verbal and written communication skills
• Exceptional organizational skills
• Keen problem solving skills
• Proven ability to work in collaborative environment
• Steadfast confidence to use leadership skills and the ability to work with others to meet customer needs

Education and Experience

• Experienced professional with 7+ years management/leadership experience in a business environment.
• Bachelor’s degree (BA, BS or higher) required; Business degree preferred.
• Experience with SAP is preferred.