Sales Support Supervisor

Job description

Great food experiences are built in layers: inside, where quality, performance, and consistency matter most; and outside, where creativity, artistry, and visual impact bring products to life. At IRCA Group, we bring these layers together through a broad portfolio of premium ingredients, technical expertise, and innovative solutions that help chefs, food manufacturers, chains, distributors, and in-store bakeries create without limits. From concept to execution, we make the extraordinary simple. IRCA Group is a global leader in high-quality food ingredient solutions, specializing in chocolate, creams, fillings, fruit-based solutions, pistachio ingredients, chocolate decorations, sugar decorations, and other specialty ingredients. The Group’s portfolio includes renowned brands such as IRCA, Dobla, JoyGelato, Ravifruit, Cesarin, Domori, and Graffiti Sprinkles, each with its own heritage, expertise, and market positioning. With more than 100 years of Italian heritage, IRCA has evolved into a global B2B ingredients platform serving customers in more than 100 countries. The company operates a global manufacturing and distribution network spanning 19 facilities and more than 7,000 products, supporting a broad customer base across artisanal, foodservice, and food manufacturing channels. Since Advent International’s investment, IRCA has significantly accelerated its growth, increasing revenue from €370 million in 2021 to approximately €1.5 billion today. As IRCA enters its next chapter of international expansion, the Americas region represents a key growth platform, supported by expanded domestic capabilities in chocolate, fillings, and decorations. In the United States, IRCA Group has offices and manufacturing facilities near Atlanta, Chicago, San Francisco, and St. Louis. **Role Overview** Irca Group is seeking a Sales Support Supervisor to lead the daily operations of the Sales Support team, ensuring exceptional service to our sales organization and customers. This role is responsible for supervising the team that provides administrative and operational support to Sales, driving process improvements, and partnering with cross-functional teams to ensure efficient execution of customer requests and sales initiatives. The ideal candidate is a collaborative leader with strong organizational and analytical skills who can manage multiple priorities while fostering a high-performing team. This position requires close collaboration with Sales, Customer Support, Supply Chain, Production, Finance, Marketing, and Logistics to ensure seamless order execution, pricing accuracy, and customer satisfaction. This is an onsite role at our Suwanee, GA location. ### Essential Responsibilities - Supervise the daily activities of the Sales Support team, ensuring timely and accurate support for the Sales organization and customers. - Coach, mentor, and develop Sales Support Specialists through regular feedback, training, and performance management. - Monitor team performance and establish KPIs to improve efficiency, responsiveness, and service quality. - Act as the primary escalation point for complex customer, order, and sales support issues. - Partner closely with Sales to support key customer accounts, new business opportunities, product launches, and strategic initiatives. - Coordinate cross-functional communication between Sales, Customer Support, Supply Chain, Production, Finance, Marketing, and Logistics to ensure successful order execution and issue resolution. - Ensure accurate processing of quotations, pricing requests, contracts, customer onboarding, item setup, and sales documentation. - Support new product introductions by coordinating internal communication, customer setup, pricing, and implementation activities. - Maintain accurate customer and product information within SAP and CRM systems. - Analyze sales support metrics, customer trends, and operational data to identify opportunities for process improvements. - Develop, implement, and maintain standard operating procedures (SOPs) and best practices for the Sales Support function. - Assist Sales Leadership with reporting, forecasting support, pipeline tracking, and performance analysis. - Ensure compliance with company policies and customer requirements while maintaining high service standards. - Lead continuous improvement initiatives to enhance operational efficiency and customer experience. ### Requirements - Bachelor's degree in Business Administration, Sales, Marketing, Supply Chain, or a related field. - 5+ years of experience in Sales Support, Customer Service, Commercial Operations, or Order Management. - 2+ years of supervisory or team leadership experience. - Experience supporting B2B customers within a manufacturing or food manufacturing environment preferred. - Strong knowledge of order management, pricing administration, customer account management, and sales processes. - Experience with SAP or similar ERP systems; CRM experience is a plus. - Advanced Microsoft Excel and Microsoft Office proficiency. - Excellent organizational, analytical, and problem-solving skills. - Strong written and verbal communication skills. - Ability to manage multiple priorities in a fast-paced environment.