Working at Freudenberg: "We will wow your world!" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.Freudenberg Home and Cleaning Solutions is a Business Group of Freudenberg and a leading global supplier of branded cleaning systems as well as household and laundry care products. The portfolio includes brands such as Vileda, and Vileda Professional. The company employs more than 3,800 people and hosts a global distribution network . Some of your Benefitsarrow_right Personal Development Personal Development: We offer a variety of trainings to ensure you can develop in your career. Flexible Work Models Flexible Work Models: We allow for flexible work models to ensure both professional and personal success. Health Insurance Health Insurance: Rely on comprehensive services whenever you need it. 401K Match 401K Match: Save for retirement with the company"s help. Vacation Vacation: We offer time off to refresh and recharge. location_on Aurora, IL Hybrid Work trip_origin Freudenberg Household Products LP (USA) payments The expected salary range for this position is $75,000-$80,000 USD annually, and is dependent on skills, experience, and qualifications. In addition to base pay, this position may be eligible for a performance-based bonus. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; 401(k) retirement savings with company match; paid time-off and holidays; and parental leave. 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. Customer Service Operations Supervisor North America (Professional B2B) (f/m/d) arrow_drop_down Responsibilitiesarrow_right 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. Qualificationsarrow_right 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-MNWe respectfully request that recruitment agencies and third-party recruiters refrain from contacting us regarding this position. Apply now Additional Informationarrow_right Melissa NolanTalent Acquisition Manager, North AmericaMelissa.Nolan@fhp-ww.com Discover more about us play_circle cancel Working at Freudenberg: We will wow your world! - YouTubeTap to unmuteWorking at Freudenberg: We will wow your world!FreudenbergGroupFreudenbergGroup1.78K subscribersWatch on Picture Yourself Herearrow_right View larger map Maps directions_carBy car directions_transitBy public transport