Client Relations Supervisor

2 weeks ago

Rolling Meadows, Illinois, United States LaSalle Network Full time

LaSalle Network is collaborating with a prominent global manufacturer in the commercial kitchen sector to recruit a Client Relations Supervisor to enhance their team. Our client boasts an impressive portfolio of over 600 patents and has extensive experience in culinary research.

The primary duty of the Client Relations Supervisor is to deliver exceptional customer service and oversee the Order to Cash process for the organization. Effective communication, both verbal and written, regarding technical specifications of equipment, accessories, consumables, and spare parts is essential for supporting customers, internal teams, and business partners.

Key Responsibilities:

  • Manage designated territory in collaboration with manufacturers' representatives and the sales team.
  • Gain comprehensive knowledge of intricate equipment configurations to ensure order precision and provide support to sales personnel, manufacturers' representatives, and dealers.
  • Thoroughly review all orders for accurate configurations, pricing, shipping dates, and inventory status.
  • Process orders accurately on the same day and consistently manage the Territory Order Log report.
  • Assist in the sales process by coordinating the needs of end users, equipment dealers, manufacturers' representatives, and regional sales managers.
  • Monitor, document, prioritize, and coordinate pre-site preparations, commissioning, and installation for equipment setups and chef training within the assigned territory.
  • Generate, update, and distribute weekly SAP forecasting reports to regional sales managers and directors, detailing current order statuses.
  • Participate in monthly regional meetings, providing updates to the sales team on order statuses, including shipping dates and any factors affecting them.
  • Collaborate with regional sales managers and directors to achieve monthly territory forecast objectives.
  • Work with the distribution center to ensure timely shipping of orders and compliance with delivery requirements.
  • Understand and adhere to corporate order processing authorization protocols.
  • Handle incoming calls, addressing issues and complaints or redirecting customers as necessary.
  • Manage Salesforce and SAP customer master data accounts, serving as a liaison with the finance department.
  • Process Return Good Authorization requests for damaged or incorrectly ordered items and manage credit transactions as needed.
  • Provide proof of delivery upon request.
  • Approve chef-related expenses in accordance with freelance contracts.
  • Resolve issues or escalate concerns to the technical department when necessary.
  • Manage high-volume email communications, ensuring timely responses.
  • Offer backup support to other team members as required.
  • Create and revise standard operating procedures as necessary.
  • Train sales managers and representatives on customer care processes and protocols.

Qualifications:

  • High school diploma or GED required; associate's degree preferred.
  • Exceptional organizational and time management skills.
  • Able to thrive in a fast-paced team environment as well as independently.
  • 7+ years of experience in customer service is required.
  • Experience with complex order entry and management is advantageous.
  • Familiarity with high-volume inbound and outbound call center operations, including computer input during calls, is preferred, demonstrating strong multitasking capabilities.
  • Proficient in MS Word, Excel, and Outlook.
  • Experience with SAP is strongly preferred.
  • Knowledge of Oracle, AS400, or JD Edwards ERP systems is required.
  • Experience with Salesforce CRM is a plus.
  • Exhibit a positive attitude, strong work ethic, energetic initiative, and self-motivation to fulfill assigned tasks and meet objectives.
  • Must be a collaborative team player.
  • Able to comprehend, support, and adhere to company policies and procedures.
  • Inventory and logistics experience is highly preferred.

This position offers a competitive hourly wage and is part of a dynamic organization focused on delivering high-quality customer service and fostering meaningful relationships.

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