Sales Support Supervisor - ERP & Order-to-Cash Lead

The Cheesecake Factory Incorporated; Simi Hills (CA); On-site; USD 82,000 - 93,000; Full time

Benefits offered by this job

Annual bonus

Vacation and sick time

Medical, Dental & Vision

401K with company match

Dining discount 25%

Cheesecake purchase program

Annual dining stipend

Job summary

The Cheesecake Factory Bakery in Calabasas, CA is seeking a Sales Support Supervisor to lead order-to-cash operations, oversee ERP entry, invoicing, pricing, and cross-functional collaboration to ensure accuracy and customer satisfaction.

This role emphasizes data-driven FP&A support, KPI monitoring, and developing team capabilities, with opportunities for bonus and strong career growth.

Qualifications

• Minimum of 7 years of experience in Customer Service, Customer Operations, Sales Support, or a related role within a manufacturing environment.
• Minimum of 5 years of accounting experience.
• Strong knowledge of ERP systems, order processing, customer service operations, and EDI transactions.
• Strong understanding of customer service KPIs and experience driving improvements in service levels, order accuracy, and operational efficiency.
• Excellent problem-solving skills with the ability to make sound decisions in a fast-paced environment.
• Proven ability to prioritize multiple tasks, manage competing deadlines, and effectively delegate responsibilities.
• Ability to build strong working relationships across departments, including Sales, Production, Logistics, Shipping, and Finance.
• Strong analytical skills with proficiency in Microsoft Excel and reporting tools.
• Excellent verbal and written communication skills, including the ability to effectively communicate with customers, team members, and senior management.
• Organized, detail-oriented, and results-driven.
• Ability and willingness to work extended hours on an exception basis.

Responsibilities

• Oversee the accurate and timely entry, revision, and processing of customer, sample, and employee orders in the ERP system.
• Ensure timely invoicing of customer orders, samples, and employee purchases.
• Monitor customer-specific pricing, order minimums, and service requirements to ensure compliance and accuracy.
• Review and resolve order exceptions, customer complaints, and service-related issues.
• Act as the escalation point for complex customer situations and coordinate resolutions with internal stakeholders.
• Oversee EDI order processing and resolution of transaction exceptions.
• Support EDI onboarding and implementation efforts for new customers.
• Partner with IT and external customers to troubleshoot system-related issues and improve processes.
• Maintain data integrity within ERP and related systems.
• Oversee documentation and compliance requirements for international shipments, including Commercial Invoices, Shipper's Letters of Instruction, and other required export documents.
• Ensure customer shipping requirements are communicated and executed accurately.
• Coordinate with Shipping, Logistics, sales and Production teams to resolve fulfillment challenges.
• Review and approve credit requests related to shortages, damages, returns, and pricing discrepancies.
• Monitor and report on departmental KPIs, including order accuracy, service levels, response times, and customer satisfaction metrics.
• Identify process improvement opportunities to enhance efficiency and customer experience.
• Develop and maintain departmental procedures, work instructions, and training materials.
• Supervise, mentor, and develop Sales Support team members.
• Manage workload distribution to ensure adequate customer coverage and timely response to inquiries.
• Establish performance expectations and monitor employee productivity and service levels.
• Support FP&A with month-end reporting, analysis, and reconciliation activities.
• Prepare reports and provide operational insights to management.

Skills

People leadership

Results oriented

Meticulous attention

Service oriented

Problem solving

Time management

Education

Bachelor's degree in accounting, supply chain or related field

Tools

ERP systems

EDI transactions

Job description

The Cheesecake Factory Bakery in Calabasas, CA is seeking a Sales Support Supervisor to lead order-to-cash operations, oversee ERP entry, invoicing, pricing, and cross-functional collaboration to ensure accuracy and customer satisfaction.

This role emphasizes data-driven FP&A support, KPI monitoring, and developing team capabilities, with opportunities for bonus and strong career growth.