Sales Support Supervisor

IMCD US currently has an opening for a Sales Support Supervisor (SSS) to help champion our growing Specialty Chemical Sales & Distribution organization, IMCD US. This role is based in our Corporate Headquarters in Westlake, Ohio.

The SSS will play a key role in driving outstanding service for our commercial team members. The role will act as a service expert and support the connection of our key service performance indicators to the outcomes driven by the Sales Support team. This role will report in through the National Sales Support Manager.

Critical in executing our commercial enhancement plan, providing exceptional support, and process improvement, this role presents a unique opportunity for an outgoing, highly driven person with a well-rounded skill set. The ideal candidate will have a solid grasp of service excellence, sample fulfillment, all pricing attributes, and be both willing and eager to take on a variety of tasks. This role uses analytical and process acuity to help deliver commercial outcomes. Familiarity with the customer journey, service process, and ability to drive Sales Support service metrics is imperative for the right candidate. The role entails cross-functional collaboration, solution-oriented thinking and problem-solving work, an affinity for relationship-building, and strength in execution.

As a Sales Support Supervisor, you are responsible for providing continuous high standards of support to our commercial team, minimizing additional work for commercial team members while maximizing the customer experience. You are responsible for leading a team; motivating and coaching them to elevate the performance of the team by ensuring a consistently outstanding commercial experience over time.

• Manage a diverse team to achieve daily goals.
• Develop processes to support departmental goals and meet commercial needs.
• Develop, measure, and analyze team metrics performance to gain efficiencies via Tableau.
• Identify opportunities for process improvements and system enhancements to improve the performance of the Sales Support department.
• Interface with internal Business Units on practices and procedures.
• Interface with various levels of the organization, including IMCD operational team, Principal Managers and Principals to resolve pending open requests.
• Establish departmental goals and implement performance management, reward and recognition practices within the team.
• Conduct performance evaluations for the team; identifying strengths and weaknesses and offering coaching and mentoring.
• Exercise good commercial judgment and operate in a highly visible, high pressure environment
• Demonstrate behavior supportive of IMCD Values: Entrepreneurial, Partnership, Financial, Discipline, Integrity& Trust, Freedom to Act.
• Responsible for staffing and coverage within the Sales Support department. (i.e.: Vacation, unscheduled absences, vacation approval)

Supervisory Responsibilities:

• Complete and conduct performance reviews of direct reports
• Pricing management accuracy audits
• Conduct Daily, Bi-weekly, or Monthly meetings as required
• Conduct Bi-weekly or Monthly Sales Support department meetings
• Collect and review KPI data for workload analysis.
• Proficient in new and current applications associated with daily function of Sales Support not limited to Salesforce, JDE, Paylocity, Tableau, RingCentral, OnBase.
• Responsible for aligning Commercial KPI to departmental KPI’s

Required Qualifications:

• Associates degree or 3 years of relevant experience in Administrative and/or Management roles
• Strong PC skills in word processing, spreadsheet analysis.
• Strong organizational, communication and time management skills to deal with both internal and external customers.
• Ability to perform detailed analyses and problem solving.
• Deadline-driven, detail oriented, conscientious, and able to multitask.
• Communicate effectively with a variety of contacts, including senior management.
• Proficient with Microsoft Office suite including Word, Excel and PowerPoint.
• Able to identify, analyze and solve relevant business problems in a timely manner
• Able to operate effectively in a fast-paced work environment, manage competing demands and deal with potential changes, delays, or unexpected events.
• Able to operate with a high degree of autonomy and, at the same time, comfortable to follow instructions, respond to management direction and solicit feedback to improve performance.
• Able to read and write the English language sufficiently to understand, articulate and create effective and error free instructions and communications.
• Flexible to work an occasional evening or weekend.
• Authorized to work in the U.S. without sponsorship now or in the future.

Position Type:

This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m

Westlake, OH

Limited travel is expected for this position, approximately 15%.

If you want to make a real difference and work for a growing and expertise-driven company, then we’d love to hear from you. We’re looking for people who are experts in their field, be it technical, commercial, or managerial. By joining IMCD, you’ll be part of an entrepreneurial, fast growing group of ambitious and like-minded professionals, where you’ll have the freedom to make your own mark.

We’re rooted in chemistry and specialty ingredients – yet operate like a professional services firm. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, São Paulo, and Toronto. Our Group Office is located in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index