Vesuvius is a global leader in molten metal flow engineering and technology, primarily serving the global steel and foundry industries. We develop innovative solutions that enable our customers to increase their efficiency and productivity, enhance quality, improve safety and reduce their costs and their environmental impact. Our history spans more than 100 years, we are on six continents with more than 11,000 employees. We value diversity. Sustainability is at the heart of everything we do. We aim to deliver sustainable, profitable growth to provide our shareholders with a superior return on their investment, while providing our employees with a safe workplace where they are recognized, developed and properly rewarded.
Purpose
The Customer Service Sales Supervisor is responsible for achieving the team's Key Performance Indicators (KPIs) to ensure team objectives and the needs of both internal and external customers are met in a timely and effective manner. This role oversees and manages daily operational processes, provides support and guidance on process-related questions, and serves as the first point of contact for team stakeholders. The Supervisor provides leadership, direction, and task delegation to team members while supporting employee development and engagement. The Supervisor is also responsible for non-operational HR-related activities, including managing employee aspirations, supporting career development, and fostering personal and organizational growth. The role includes setting, monitoring, and reviewing monthly KPIs to ensure customer expectations and business objectives are achieved. The Supervisor is responsible for implementing corrective actions, collaborating with the Director on long-term process improvements, and supporting operational efficiency initiatives. Additionally, the Supervisor ensures compliance with company policies, procedures, and audit requirements while actively participating in the identification and resolution of operational issues.
Key Responsibilities
In addition to the responsibilities of the Customer Service Sales Coordinator role, the Customer Service Sales Supervisor is responsible for:
- Demonstrating expertise in Customer Service Sales processes and procedures.
- Ensuring adherence to ISO and SOX audit requirements.
- Monitoring team KPIs and conducting monthly performance reviews with team members.
- Developing and implementing corrective actions and short-term solutions while supporting the Director in long-term improvement initiatives.
- Collaborating daily with Account Managers to ensure on-time delivery and high-quality customer solutions.
- Taking ownership of communication and coordination with Finance, Logistics, Marketing & Technology (M&T), and Operations teams to meet internal and external customer requirements.
- Coordinating customized orders and special shipping requests from customers, Commercial Teams, and M&T.
- Working closely with external suppliers to ensure material and product availability for customers.
- Monitoring and managing team performance and providing regular coaching and feedback.
- Serving as the first point of escalation for customer complaints and service issues.
- Managing formal employee evaluation processes, including performance management, salary reviews, and career development planning.
- Continuously identifying opportunities for process improvement and driving implementation of effective solutions.
- Supporting the Director in planning and executing long-term operational efficiency initiatives.
Skills & Experience
Required Qualifications
- Minimum of 4 years of experience in a similar supervisory or leadership role within Order Management, Supply Chain, or Customer Service.
- Bachelor's degree preferred but not required.
- Strong understanding of the end-to-end Order Management process and associated commercial activities, including:
- Customer due diligence
- Customer record creation and maintenance
- Pricing administration
- Commercial documentation and processes
- Experience creating, analyzing, and interpreting reports.
- Experience leading projects, initiatives, or cross-functional activities.
- Strong leadership and team development capabilities.
- Excellent written and verbal communication skills in English.
- Experience working with ERP systems.
- Proficiency in Microsoft Office applications, including:
- Excel
- Word
- Outlook
- Teams
- PowerPoint
Key Performance Indicators (KPIs) / Performance Standards
Daily Process KPIs
- Ownership and monitoring of Invoice Turnaround performance.
- Invoice Quality and Billing Accuracy.
- Confirmation Billing Turnaround.
- Ongoing monitoring and support of team operational performance.
Monthly KPIs
- Conduct monthly performance reviews with team members.
- Monitor achievement of team targets and implement improvement actions as required.
Annual KPIs
- Delivery and documentation of process improvement initiatives.
- Achievement of operational excellence and efficiency objectives.
Core Competencies
Communication & Relationship Building
- Excellent communication and interpersonal skills.
- Strong stakeholder management capabilities.
- Customer-centric service orientation.
Analytical & Problem Solving
- Strong analytical and logical thinking skills.
- Excellent problem-solving abilities.
- Ability to identify root causes and implement effective solutions.
Performance & Results Focus
- Action-oriented and results-driven mindset.
- Demonstrates ownership and accountability.
- Focused on continuous improvement and operational excellence.
Organization & Adaptability
- Highly organized with strong attention to detail.
- Able to effectively manage multiple priorities.
- Flexible and adaptable in a changing business environment.
- Supports and drives change management initiatives.