Customer Care Supervisor

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

Job summary

IMCD Group is seeking a Customer Care Supervisor to lead a team of 6-8 specialists in Westlake, OH. You will ensure seamless order entry, manage performance, and drive customer-focused outcomes across departments.

The role requires strong communication, coaching ability, and data-driven problem solving to sustain high service levels and cross-functional alignment with operations and commercial teams.

Qualifications

• Minimum 6 years of experience in customer service or operations support, including 4 years in B2B customer service.
• Minimum 2 years in coaching/mentoring or supervisory role.
• Proficiency with ERP systems and Microsoft Office applications.

Responsibilities

• Oversee day-to-day operations for a group of Customer Care Specialists, ensuring successful order entry, order management, and achievement of service level KPIs.
• Develop and mentor direct reports through regular 1:1 meetings, real-time coaching, and formal reviews to enhance performance and customer-centricity.
• Interface with IMCD commercial team, Supply Chain, and Principal Management to identify and implement viable solutions for complex customer issues.
• Collaborate with leadership to drive continuous improvement, perform root cause analysis, and implement digital tools to enhance efficiency.
• Leverage data and reporting to identify issues/trends and improve OTIF and service levels.

Skills

Customer service

Coaching/mentoring

Cross-functional collaboration

Communication skills

Data analysis

Education

High School Diploma

Bachelor's degree (business or communications)

Tools

ERP systems

Microsoft Office

Job description

This role will report into the Westlake, Ohio office.

About IMCD Group

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.

What we are looking for:

The Customer Care Supervisor plays a crucial role in driving outstanding service for IMCD customers. As a Customer Care Supervisor, you will provide direct day-to-day oversight and development of a team of 6-8 customer care specialists supporting a specific line of business. 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 customer care outcomes.

Key responsibilties:

• -Oversee day-to-day operations for a group of Customer Care Specialists, ensuring successful order entry, order management, and achievement of service level KPIs.
• -Develop and mentor direct reports through regular 1:1 meetings, real-time coaching, and formal reviews to enhance performance, drive customer-centricity, and support autonomous decision making/problem-solving.
• -Interface with various levels of the organization (IMCD commercial team, Supply Chain, and Principal Management, etc.) and customers to identify and implement viable solutions for highly complex or escalated customer issues.
• -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.
• -Leverage data and reporting to proactively identify potential issues/trends/solutions related to order fulfillment (OTIF) and service levels.

Required qualifications and skills:

Education

High School Diploma or equivalent required.

Experience

• -Minimum 6 years of experience in customer service or operations support, including 4 years of B2B customer service
• -Minimum 2 years in coaching/mentoring others or in a supervisory/leadership role.
• -Proficiency with ERP systems and Microsoft Office applications.
• -Proficiency with order entry, order management, and end-to-end customer service.
• (Associate’s degree may offset 2 years of experience; Bachelor’s may offset 4 years)

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 care, 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 care 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.
• -Experience testing and implementing digital tools/systems.

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, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.