Sales Support Supervisor

Compensation Range

$82,000 - $92,500 / Year

Position Overview:

At The Cheesecake Factory Bakery, We Don't Do Ordinary! Nothing is scaled down. Not the pride, not the fun, and definitely not the teamwork. Here, you'll lead great people, drive meaningful impact, and help shape the future of our business while supporting the bakery and restaurant teams behind the iconic cheesecakes our guests enjoy every day. That's the kind of culture that has earned us a place on Fortune's 100 Best Companies to Work For list every year since 2014.

The Sales Support Supervisor is responsible for the day-to-day sales support operations, ensuring the timely, accurate, and efficient execution of a wide range of customer orders, invoicing and sales-related promotional activities. This role partners closely with multiple cross-functional departments to support the entire order to cash process, while utilizing data-driven insights and financial analysis to assist with trade spend analysis, forecasting and reporting.

You'll thrive in this position if you are:

• A Natural People Leader: you are adept at providing others with a clear direction, helping them see though the weeds. You naturally recruit, motivate, develop, and empower others while setting the gold standard yourself.
• Driven by Results: you're conscientious and persistent about delivering timely, high quality deliverables. You are never satisfied with your latest accomplishment and are always focused on hitting your next goal.
• Exhaustively Meticulous: you have an unrelenting attention to detail, leaving nothing to chance while understanding what deserves your immediate attention and what can wait.
• Service Oriented: you're a people person who is systematic and trustworthy, interacting constructively with peers or teams of various levels while demonstrating strong, positive communication skills.

Here's more of what you'll get to do:

• 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.

What we require:

• 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, including issue resolution.
• 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.

What we prefer:

• Bachelor's degree in accounting, supply chain or related field.
• Manufacturing industry experience.
• Demonstrated ability to lead, coach, and develop employees, while fostering a positive and collaborative team environment.

What we offer:

• Eligible for annual bonus
• Vacation and sick time
• Medical, Dental & Vision
• 401K with company match
• 25% discount when dining as a guest
• Discounted cheesecake purchase program
• Annual stipend for dining in our restaurants

About the Company:

The Cheesecake Factory Bakery creates over 35,000 delicious cheesecakes per day across our two facilities in Calabasas, CA and Rocky Mount, NC plus other baked products for our restaurants, international licensees, and third-party bakery customers.

The Cheesecake Factory Bakery is a subsidiary of The Cheesecake Factory Incorporated. Recognized as a Fortune 100 Best Companies to Work For since 2014, The Cheesecake Factory Incorporated is a global $3.8 billion public company with more than 370 casual dining restaurants and over 48,000 staff members.

We are an equal opportunity employer. We are committed to creating an inclusive and welcoming workplace for all. We welcome applicants from a wide variety of identities, ideas, perspectives, backgrounds and experiences to apply. The Cheesecake Factory offers reasonable accommodation to job applicants with disabilities.

#SoCheesecake #LifeAtCheesecake

To notify of a non-compliant job posting, please send a notice to ats@thecheesecakefactory.com.