Revenue Support Supervisor

IMCD Deutschland GmbH & Co KG; Westlake (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

IMCD US, LLC is seeking a Revenue Support Supervisor to lead the Revenue Support team at our Westlake, OH location. You will oversee daily operations, drive KPIs, resolve escalated issues, and implement process improvements across the order-to-cash cycle.

You will mentor staff, coordinate with operations and commercial teams, and ensure accurate invoicing and month-end activities. 5+ years in service/ops with leadership required.

Qualifications

• 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.

Responsibilities

• Oversee day-to-day operations and distribution of work for a group of Billing Specialists, ensuring timely invoicing and month-end close.
• Serve as escalation point for complex or critical items and provide guidance to the team.
• Oversee training and onboarding of Revenue Support staff and maintain SOPs.
• Mentor staff through 1:1s, coaching, and formal reviews to enhance performance.
• Be the main contact for customer portal setup and consignment billing.
• Provide backup support for Billing Specialists and Customer Resolution as needed.
• Partner with leadership to drive continuous improvement, root-cause analysis, and digital tool adoption.

Skills

Outstanding communication

Customer-centric leadership

Cross-functional collaboration

Problem solving

Data analysis

Time management

Education

Bachelor's degree in business or communications

High School Diploma or equivalent

Tools

JD Edwards

Salesforce CRM

Job description

Revenue Support Supervisor

This position must report into our IMCD Westlake Headquarters.

About IMCD US, LLC

IMCD is creating a world of opportunity as a global leader in the formulation, sales and distribution of specialty chemicals and ingredients. Our story can be traced back to a small group of companies that came together in 1995 with a vision for the industry. Today, guided by the entrepreneurial spirit of our founders, we operate in more than 60 countries across six continents and proudly employ over 5,200 professionals. Our aim is to help our suppliers simplify and grow their business operations through our extensive local networks, market intelligence and technical expertise. Our customers benefit from direct access to a large portfolio of high-quality products, avoiding the complexity of dealing with multiple points of contact. As a responsible distributor of specialty chemicals, our strategy for growth is underpinned by balancing the needs of our people, the environment, and the communities within which we operate. We are rightfully proud of our team's diversity, which draws from a range of backgrounds and nationalities, and enables us to benefit from fresh perspectives and ways of problem-solving.

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.

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