Billing and Revenue Support Supervisor
About IMCD GroupIMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.’s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.Unleash a new element, Element [E] IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success. Position Summary The Revenue and Sales Support Manager is a critical role within the customer care department, providing key oversight to both sales support activities and revenue support processes. As a Revenue and Sales Support Manager, you will provide direct day-to-day oversight of the revenue support and sales support teams. You will ensure successful execution of daily team operations and achievement of team KPIs, support the resolution of escalated customer issues, and contribute to continuous improvement efforts and the overall strategy of the department. Critically, you will develop strong relationships with internal stakeholders within the operations and commercial teams and leverage cross-functional collaboration and strategic thinking to drive excellent sales support and revenue support outcomes. Essential Job Functions Oversee day-to-day operations for a group of Sales Support and Revenue Support specialists, ensuring successful completion of key functions (sample processing, commercial team support, and timely and accurate order invoicing) according to team KPIs. Develop and mentor direct reports through regular 1:1 meetings, real-time coaching, and formal reviews to enhance performance and drive customer-centricity and autonomous decision making and problem solving. Interface with various levels of the organization (IMCD commercial team, Supply Chain, and Principal Management, etc.) and customers to identify and implement viable solutions for highly complex or escalated customer issues. Collaborate with department and company leadership to drive continuous improvement efforts, including performing root cause analysis of issues, implementation of process improvements, and implementation of digital tools to enhance efficiency and service levels. Leverage data and reporting to proactively identify potential issues/trends/solutions related to service levels.
Qualifications
Education Associate’s degree in business administration, communication, or similar field. Additional related experience may offset the degree requirement. Experience Minimum 5 years of experience in B2B customer service or operations support, including 3 years in a leadership or supervisory role (8 years combined total). Proficiency with ERP and CRM systems and Microsoft Office applications. Expertise in the order to cash process and basic accounting principles. Knowledge, Skills & Abilities Exceptional communication skills, with the ability to convey information clearly and professionally through phone, email, and written documentation, and to adapt communication style based on audience and urgency. Ability to foster a customer‑centric mindset and build a team culture of accountability, autonomy, and problem‑solving via coaching and feedback. Ability to facilitate cross‑functional collaboration, particularly between customer care, supply chain, and commercial teams and influence decision-making. Advanced problem-solving and critical-thinking skills, with the ability to evaluate complex issues, identify root causes, determine options, and recommend sound solutions, ensuring consistent, high-quality customer care outcomes. Strategic thinker with the ability to balance day‑to‑day execution with long-term improvements. Ability to analyze data, identify trends, and make data‑driven recommendations. Strong time management and organizational skills; able to manage competing priorities and deliver results on time. Preferred Qualifications Bachelor’s Degree in a business or communications-related field. Prior experience with JD Edwards and Salesforce CRM. Work Environment & Physical Requirements Ability to remain in a stationary position (sitting or standing) for extended periods while performing computer-based work. Ability to operate a computer, keyboard, mouse, and other office equipment. Ability to move about the office to access files, office equipment, or attend meetings. Ability to lift and carry items up to 10–20 pounds occasionally (e.g., files, office supplies). Visual acuity to view a computer screen and read documents for prolonged periods. Ability to communicate clearly in person, over the phone, and via written correspondence. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.