7+ years in Customer Service, Operations, or Sales Support in manufacturing
5+ years of accounting experience
Strong ERP and EDI transaction knowledge
Experience improving customer service KPIs
Excellent problem-solving and decision-making skills
Proficient in Microsoft Excel and reporting tools
Strong communication skills with all levels of staff
Responsibilities
Oversee order processing in the ERP system
Ensure timely invoicing for customer orders
Monitor compliance with customer pricing and service requirements
Resolve order exceptions and customer complaints
Act as escalation point for complex customer issues
Support EDI onboarding for new customers
Maintain data integrity in ERP systems
Coordinate with teams to resolve fulfillment challenges
Review and approve credit requests
Monitor departmental KPIs and report on performance
Identify process improvements for efficiency
Supervise and develop Sales Support team members
Manage workload distribution for customer coverage
Support month-end reporting and analysis
Prepare operational insights for management
Benefits
Eligible for annual bonus
Vacation and sick time
Medical, Dental & Vision coverage
401K with company match
25% dining discount
Discounted cheesecake purchase program
Annual dining stipend
Full Job Description
Overview
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.
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.
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, 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.
Benefits
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
Compensation Range
$82,000 - $92,500 / Year
About The Cheesecake Factory
The Cheesecake Factory is a restaurant company headquartered in Calabasas Hills, California. It was founded in 1972 by Evelyn Overton and has since grown to operate more than 200 restaurants in the United States and abroad. The company's restaurants offer a variety of menu items, including appetizers, entrees, and desserts, with a focus on cheesecake. The Cheesecake Factory is known for its large portions and extensive menu. The company is publicly traded on the NASDAQ stock exchange under the ticker symbol CAKE.
