Customer Service Supervisor

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. Responsibilities 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. Qualifications 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. #LI-MN 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. In both segments, we drive innovation for cleaning systems, household and laundry care products. In fiscal year 2024, we achieved sales of more than 1.3 billion euros. As part of a family-run group of companies with a history spanning over 175 years, at FHCS we develop products that make places cleaner – and life a little easier. We have a passion for cleaning that drives everything we do. With our two business divisions, Consumer and Professional, we have a powerful brand portfolio. Since 1948, we have been expanding continuously and are now represented in 35 countries with the products of our nine brands. In the U.S., O-Cedar is our established consumer brand, while in Canada, it’s known as Vileda. Our professional product line is marketed under the Vileda Professional brand. Since 2003, O-Cedar has been part of our brand portfolio. In the US, our O-Cedar brand has been providing leading cleaning solutions for households for more than 115 years. As the number one brand for floor cleaning products, O-Cedar impresses with innovative bestsellers such as the EasyWring RinseClean Microfiber Spin Mop System and the PowerCorner PetPro Angle Broom. Our portfolio, tailored to the needs of US consumers, combines performance, hygiene, and convenience, making O-Cedar the fastest-growing brand in the US market. Our company culture is based on six core principles that shape our everyday work: Multicultural & International: Our teams are placed in over 30 countries. We bring diverse perspectives from around the globe and form an environment which fosters innovation & success. Caring & Belonging: Our organization is supportive, valuing and including everyone. We nurture this sense of belonging and care about each employee. Co-Creative & Collaborative: Collaboration is at the heart of our Culture. We believe in co-creating solutions by harnessing the collective Creativity, Curiosity & Expertise of our team. Achieving & Impacting: Our achiever mindset propels us to overcome challenges and consistently reach new levels. Our actions and initiatives are driven by a desire to create positive, lasting impact. Open & Approachable: We foster open communication and approachability. Our leaders value transparency across the organization, encouraging the sharing of ideas freely. Acknowledging & Encouraging: We appreciate the unique strengths that everyone brings to our organization. We encourage our employees to grow and achieve their personal and professional goals. At Freudenberg, we believe that our employees are our greatest asset. That’s why we offer a comprehensive benefits package designed to support your health, well-being, and professional growth. From competitive salaries and health insurance to professional development opportunities and work-life balance initiatives, we are committed to providing a rewarding and supportive work environment. Join us and be part of a team that values your contributions and invests in your future. #J-18808-Ljbffr