Billing & Revenue Support Supervisor

IMCD Group; Westlake (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

IMCD Group has a Revenue Support Supervisor position based in Westlake, Ohio. The role provides daily oversight of the Revenue Support team, ensuring accurate invoicing, month-end activities, and escalation handling.

You will build strong relationships with operations and commercial teams while driving KPI achievement and process improvements. You will mentor staff, implement SOPs, manage portal setup, and support continuous enhancement through data analysis and cross-functional projects.

Qualifications

• Exceptional communication skills across phone, email and written documentation in a professional manner.
• Ability to foster a customer-centric mindset and build a team culture of accountability and autonomy.
• Ability to facilitate cross-functional collaboration between customer service, supply chain and commercial teams.
• Advanced problem-solving and critical-thinking skills to evaluate issues and recommend solutions.
• Strategic thinker capable of balancing day-to-day tasks with long-term improvements.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Strong time management and organizational skills to manage competing priorities.

Responsibilities

• Oversee day-to-day operations and distribution of work for Billing Specialists to ensure timely invoicing and month-end activities.
• Serve as escalation point for complex or critical items.
• Oversee training and onboarding of Revenue Support team members and maintain SOPs.
• Develop direct reports through coaching and performance reviews to enhance customer-centricity.
• Be main contact for customer online portal setup and consignment billing.
• Provide backup support for Billing Specialists and Customer Resolution as needed.
• Collaborate with leadership to drive continuous improvements and implement digital tools.

Skills

Exceptional communication

Customer-centric mindset

Cross-functional collaboration

Problem-solving

Strategic thinking

Data analysis

Time management

Education

High School Diploma or equivalent

Associate's degree offset 2 years

Bachelor's degree offset 4 years

Tools

ERP systems

Microsoft Office

JD Edwards

Salesforce CRM

Job description

IMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.

In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.

In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.'s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.

Unleash a new element, Element [E]

IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success.

This position must report and work out of our IMCD Westlake, Ohio, Headquarters.

Position Summary

The Revenue Support Supervisor is an essential role within the customer care department, providing key oversight and coordination revenue support processes. As the Revenue Support Supervisor, you will provide direct day-to-day oversight of the Revenue Support team. You will ensure successful execution of daily team operations and achievement of team KPIs, support the resolution of escalated customer issues, and contribute to continuous improvement efforts and the overall strategy of the department. Critically, you will develop strong relationships with internal stakeholders within the operations and commercial teams and leverage cross-functional collaboration and strategic thinking to drive excellent revenue support outcomes.

Essential Job Functions

• Oversee day-to-day operations and distribution of work for a group of Billing Specialists, ensuring successful completion of key functions, including timely and accurate order invoicing and successful execution of all month-end related activities
• Serve as a subject matter expert and escalation point for items that are complex or critical in nature.
• Oversee training and onboarding of new Revenue Support team members, and maintain departmental work instructions and SOPs
• Develop and mentor direct reports through regular 1:1 meetings, real-time coaching, and formal reviews to enhance performance and drive customer-centricity and autonomous decision making and problem solving.
• Serve as the main point of contact for customer online portal setup and consignment billing.
• Provide backup support for Billing Specialists and Customer Resolution as needed.
• Collaborate with department and company leadership to drive continuous improvement efforts, including performing root cause analysis of issues, implementation of process improvements, and implementation of digital tools to enhance efficiency and service levels.

Qualifications

Education

• High School Diploma or equivalent required.
• (Associate's degree may offset 2 years of experience; Bachelor's may offset 4 years)

Experience

• Minimum 5 years of experience in customer service or operations support, including 2 years in a leadership or supervisory role.
• Proficiency with ERP and CRM systems and Microsoft Office applications.
• Expertise in the order to cash process and basic accounting principles.

Knowledge, Skills & Abilities

• Exceptional communication skills, with the ability to convey information clearly and professionally through phone, email, and written documentation, and to adapt communication style based on audience and urgency.
• Ability to foster a customer-centric mindset and build a team culture of accountability, autonomy, and problem-solving via coaching and feedback.
• Ability to facilitate cross-functional collaboration, particularly between customer service, supply chain, and commercial teams and influence decision-making.
• Advanced problem-solving and critical-thinking skills, with the ability to evaluate complex issues, identify root causes, determine options, and recommend sound solutions, ensuring consistent, high-quality customer service outcomes.
• Strategic thinker with the ability to balance day-to-day execution with long-term improvements.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Strong time management and organizational skills; able to manage competing priorities and deliver results on time.

Preferred Qualifications

• Bachelor's Degree in a business or communications-related field.
• Prior experience with JD Edwards and Salesforce CRM.

Work Environment & Physical Requirements

• Ability to remain in a stationary position (sitting or standing) for extended periods while performing computer-based work.
• Ability to operate a computer, keyboard, mouse, and other office equipment.
• Ability to move about the office to access files, office equipment, or attend meetings.
• Ability to lift and carry items up to 10-20 pounds occasionally (e.g., files, office supplies).
• Visual acuity to view a computer screen and read documents for prolonged periods.
• Ability to communicate clearly in person, over the phone, and via written correspondence.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.