Sales Support Supervisor

Job Title: Sales Support Supervisor (B2B)

Summary

The position plays a critical role in scaling operations by improving processes, minimizing errors, and ensuring on-time order fulfillment.

1. Team Leadership & Management

• Supervise and manage the daily activities of the Sales Support team
• Set clear performance expectations and monitor team KPIs
• Train, coach, and develop team members to improve accuracy and efficiency
• Conduct regular performance reviews and provide feedback

1. Order Management Oversight

• Ensure all B2B orders are processed accurately and within agreed timelines
• Review and approve complex or high-value orders before submission
• Monitor order flow from encoding to delivery completion
• Ensure compliance with pricing, discounts, and customer agreements

1. Cross-Functional Coordination

• Act as the primary point of coordination between Sales, Warehouse, and Admin/Finance
• Ensure warehouse teams are aligned on priorities, deadlines, and special requirements
• Coordinate with Collections/Admin team on customer credit status before order release
• Resolve operational bottlenecks that may delay fulfillment

1. Customer Experience Management

• Ensure timely and professional communication with B2B clients
• Oversee handling of escalations, complaints, and urgent requests
• Maintain high service levels and build strong client relationships
• Ensure proactive updates are provided for delays or issues

1. Process Improvement & Controls

• Identify inefficiencies in order processing and implement improvements
• Standardize workflows and documentation across the team
• Establish checks to minimize order errors and missed deliveries
• Drive continuous improvement initiatives to increase productivity

1. Reporting & Performance Tracking

• Track and report team performance metrics (accuracy, turnaround time, completion rate)
• Analyze recurring issues and implement corrective actions
• Provide insights to Sales and Management on order trends and bottlenecks
• Ensure proper documentation and audit readiness

• Bachelor’s degree in Business Administration, Logistics, or related field
• At least 5-7 years experience in sales support, order management, or customer service
• At least 3 year in a supervisory or leadership role
• Experience handling B2B accounts is highly preferred
• Familiarity with ERP/CRM systems and order management processes

• Strong leadership and team management skills
• Excellent organizational and multitasking abilities
• High attention to detail and process discipline
• Strong communication and stakeholder management skills
• Problem-solving and decision-making capability
• Results-driven with a strong sense of ownership