Client Relations Supervisor

2 weeks ago

Rolling Meadows, Illinois, United States The LaSalle Group Full time

LaSalle Network is collaborating with a prominent global manufacturer in the commercial kitchen sector to identify a Client Relations Supervisor to enhance their team. This esteemed client boasts over 600 patents and has extensive experience in culinary research.

The Client Relations Supervisor will primarily focus on delivering exceptional customer service and overseeing the Order to Cash process for the organization. Effective communication skills, both verbal and written, are essential for conveying technical information regarding equipment, accessories, consumables, and spare parts to support customers, internal teams, and business partners.

Key Responsibilities of the Client Relations Supervisor:

  • Manage designated territory in collaboration with manufacturer's representatives and the Sales team.
  • Acquire in-depth knowledge of complex equipment configurations to ensure order precision and support for Sales, Manufacturer Representatives, and Dealers.
  • Scrutinize all orders for correct configurations, pricing, shipping dates, and inventory availability.
  • Process accurate orders on the same day and consistently oversee the Territory Order Log report.
  • Facilitate the sales process by coordinating the needs of End Users, Equipment Dealers, Manufacturer's Representatives, Regional Sales Managers, and Regional Sales Directors.
  • Track, log, prioritize, and coordinate pre-site, commissioning, and installation activities for equipment installations 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 insights to the sales team regarding order statuses, shipping requirements, site survey outcomes, and any changes affecting shipping timelines.
  • Collaborate with Regional Sales Managers and Directors to achieve monthly territory forecast objectives.
  • Work with the Distribution Center to ensure timely shipment of orders and that delivery notes are dispatched according to shipping protocols.
  • Understand and comply with corporate authorization guidelines for order processing.
  • Handle incoming calls, addressing inquiries and complaints or redirecting customers as necessary.
  • Oversee Salesforce and SAP customer master data account setups, acting as a liaison with the Finance Department.
  • Manage Return Good Authorization requests for damaged or refused freight and incorrectly ordered items, processing credits as needed.
  • Provide Proof of Delivery (POD) when requested.
  • Approve Chef expenses and ensure compliance with freelance contracts.
  • Address issues or escalate them to the Technical department when required.
  • Manage high-volume email correspondence, ensuring timely responses.
  • Offer backup support to other team members as needed.
  • Develop and revise Standard Operating Procedures (SOPs) as necessary.
  • Train Sales Managers and Representatives on Customer Care territory processes and protocols.
Requirements for the Client Relations Supervisor:
  • High school diploma or GED required; associate's degree preferred.
  • Exceptional organizational and time management skills are essential.
  • Ability to thrive in a fast-paced team environment as well as independently.
  • A minimum of 7 years of customer service experience is required.
  • Familiarity with complex order entry and management processes is advantageous.
  • Experience in a high-volume inbound and outbound call center environment, with proficiency in computer input while on calls, is preferred, demonstrating strong multitasking capabilities.
  • Proficient in computer applications: MS Word, Excel, and Outlook.
  • Experience with SAP is strongly preferred.
  • Knowledge of Oracle, AS400, or JD Edwards ERP systems is required.
  • Familiarity with Salesforce CRM is a plus.
  • Exhibit a positive attitude, strong work ethic, energetic initiative, and self-motivation to complete assigned tasks and meet objectives.
  • Must be a collaborative team player.
  • Ability 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 LaSalle Network is committed to fostering an environment focused on delivering high-quality customer service and building meaningful relationships.

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