TITLE: Inside Sales Supervisor

LOCATION:  Salem

REPORTS TO : Sr Manager Sales.

Ingredion is hiring a Customer Support Supervisor to develop and mentor the Customer Support Team to achieve their individual goals and department objectives. This position provides timely, constructive feedback on performance and accomplishments. This position builds a work environment that promotes customer satisfaction, accountability and continuous improvement. This position will evaluate, track and analyze department performance and goals. They will also coach, counsel, identify development/training needs and provide feedback to staff for performance improvement. Additionally, they will look for new options to improve and enhance departmental functions and processes.

As the Customer Support Supervisor, your responsibilities will include:

• Leadership – Supervise, guide and direct customer support specialists in accordance with the area of business responsibility.
• Operations – Lead the staff in development of performance measures and standard business practices. Coach, counsel, and identify development needs.
• Order Fulfillment – Optimize order fulfillment business processes and procedures and ensure all process documentation is accurate. Sponsor order fulfillment optimization projects for improved functionality.
• SAP – Ensure customer information, product details, and sales specifics are accurate in SAP & Salesforce. Support the Customer Service Representatives in making changes as necessary.
• Regulatory - Adhere to all corporate safety, ethics, policies and procedures. Reinforce departmental policies and procedures.
• Problem Solving —Identify problems with a variety of complex issues, consider alternative solutions and take action to problem solve. Provide support/service to the customer as well as communicating status to all parties involved. Authority to involve other departments in resolving issues. Provide problem solving mentorship to Customer Support Specialists.
• Logistics- Working with refrigerated freight carriers, negotiating contracts, and building out logistics plans to support customer needs.
• Sales Support- Provide support to the Kerr sales team by providing order updates, reviewing broker commission calculations, and being a point of contact for the customer if the sales representative is not available.

The Customer Support Supervisor position is well-suited for you if you:

• Build a talent culture based on a strong conviction that superior talent delivers superior results; scout to find the best people, drive performance, coach transparently, and build strong teams globally.
• Take personal responsibility to anticipate challenges, actively search for opportunities and make decisions that are in the best interest of the company.
• Demonstrate critical thinking and the ability to design and articulate a compelling customer strategy.
• Create shared value and mutual growth by engaging customers in developing solutions to make Ingredion their partner of choice.
• Push to continually work towards personal and organizational results, make timely decisions that benefit Ingredion globally, take educated risks on business opportunities, and benchmark external best practices to outperform the competition.
• Challenge the status quo and promote bold thinking in order to bring value in new ways across customers, processes, products and solutions to stay relevant and competitive in changing markets

Qualified candidates will have:

• Bachelor’s degree in Business Administration or Management or related experience with equivalent combination of education and experience in related fields.
• Minimum of 5 years’ experience in a customer service environment.
• Ability to lead and facilitate in a team environment and build consensus in a positive manner with team members.
• Understanding of the elements that provide and deliver high quality customer service.
• Strong written/verbal communication and social skills with the ability to interact with all levels of the organization.
• Strong organizational and planning skills.
• Ability to direct and guide the implementation of policies, procedures and programs related to the customer service department.
• Established trait in taking responsibility for decision, actions and result.
• Recognized knowledge of business experience in B2B customer support.
• Knowledge of telecommunications and data-based systems.
• Proficient in use of Windows software programs (i.e., Excel, Word, etc.).
• Knowledge of SAP a plus.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Relocation Available:

Yes, Within Country