Sales Support Supervisor

COMPANY OVERVIEW
nVent is a $2.1 billion, high-performance electrical company with a dedicated team of 9,000 people and trusted brands such as CADDY, ERICO, HOFFMAN and SCHROFF. Known for innovation, quality and reliability, our products connect and protect, consistently delivering value to industrial, commercial, residential, energy and infrastructure customers.

While our name may be new, our products have set the standards for quality for more than a century. Today as nVent, we are focused and forward-looking, ready to build upon our legacy. The future is now. 

BUSINESS SEGMENT OVERVIEW
At nVent, we know that electrical systems are only as secure as the components used to fix, fasten and mount cable and wire systems. That’s why the people in our Electrical & Fastening Solutions segment are responsible for engineering more than 100 patents.
As electrical systems become more complex, nVent’s fastening experts focus on keeping things simple for the customer. Besides superior technical performance, our nVent CADDY and nVent ERICO brands of fasteners are designed for easy and intuitive installation.
Behind the scenes: With more than 100 million connections installed globally, ERICO CADWELD has set the industry standard in exothermic welding since 1939.
POSITION SUMMARY
The Sales Support Supervisor is the member of the customer care organization who assists the Customer Care Manager to fulfill team’s KPI and support sales team to develop business. With all steps of service, align overall company strategy and implement in high level business objectives. We live the Customer First core value and ensure that our customers receive a level of support that sets nVent apart from its competitors.
This role will be based in our Singapore office and is viewed internally as a position role for career progression, candidates with the desire to grow their career with nVent are highly desirable. 

KEY ROLE RESPONSIBILITIES
•    The Sales Support Supervisor is the primary contact for the customer. All activities are to be executed in an efficient, professional and friendly manner to the satisfaction of our customer within the nVent policies.
•    Provide pricing, availabilities of products and due date of orders to customers and sales team. 
•    Creation and administration of quotations based on the instruction of the sales team and list pricing.
•    Process orders and claims accurately using nVent order management tools  ERP system M3 and SFDC, focus on local orders and export orders to APAC Southeast region customers. Track and Trace of consignments and follow up of orders as required.
•    Management of open orders; provide status update on orders to customers, communicate delays, revised due dates/delivery to customers, follow up on due and overdue orders internally with logistic and planning management. Shipping arrangement and dispatch of orders in a timely manner, meeting customer’s requirements and expectations. Compile status reports on current backorders as required for key accounts.
•    Act as escalation point for complex customer issues requiring cross-functional coordination. 
•    Partner with manufacturing, logistics, planning, quality, and commercial teams to improve the customer experience. 
•    Support implementation of new business processes, technologies, and customer service initiatives. 
•    Ensure customer receive proactive communication and resolution support. 
•    Drive consistency in Salesforce usage, ERP processes, pricing accuracy, claims management, and workflow execution. 
QUALIFICATIONS AND EXPERIENCE
•    Bachelor’s Degree; Engineering, Finance or Economics are highly preferred 
•    5+ years’ experience in a senior Customer Care setting required with leadership experienced or potential.
•    Proficiency with Microsoft Office Suite required, advanced ERP proficiency with the ability to analyze and interpret business data.
•    Knowledge of order management process as well as Salesforce 
•    Knowledge of international trading and shipping 
•    Strong communication/interpersonal skills, demonstrated ability to utilize strong written and verbal communication skills. 
•    Strong understanding of manufacturing operations and supply chain processes.
•    Ability to influence cross-functional teams and drive continuous improvement as part of fulfilling customer service excellence, including - but not limited to - technical support, engineering, sales, product management , finance, planning and logistics.
•    Ability to multi-task and juggle shifting priorities to satisfy customer requests