SALES SUPPORT SUPERVISOR

Description

Description

POSITION: Sales Support Supervisor 

REPORTS TO: Head of Sales

DEPARTMENT: Sales

FLSA: Non-Exempt

LOCATION: Ferndale WA On site 

About Healthy Pet

At Healthy Pet, we are not just manufacturing pet products; we are setting industry standards with sustainably sourced, natural plant fiber products.  As a private company with a far-reaching global presence, we are poised for continued growth and innovation.  Your role here will support our commitment to a long-term, global perspective in pet care.

About the Role

The Sales Support Supervisor leads our customer experience team in facilitating outstanding service for customers and consumers, implementing best practices via continuous improvement and training, and fostering a culture of excellence. The Sales Support Supervisor ensures that the customer experience teams are subject matter experts for (i) external-facing communications, and (ii) services related to both customers and consumers, and (iii) direct facilitators between customers and consumers on the one hand and the company’s sales, accounting and supply chain teams on the other, and (iv) indirect facilitators of third-party sales representatives.  

What You’ll Do

Team Leadership

• Lead, coach, and develop the Sales Support team through feedback, training, and performance reviews.
• Hire and onboard new team members in partnership with HR and the National Sales Director.
• Foster a positive, growth-oriented team culture focused on curiosity and continuous improvement.
• Ensure compliance with company policies, procedures, and safety requirements.

Sales Support Operations

• Oversee customer setup, pricing configuration, and promotional entries in SAP and related systems.
• Troubleshoot order-related issues, including pricing discrepancies, product availability, and shipment timing.
• Maintain accurate customer profiles, pricing information, and system data.
• Manage high-impact customer and consumer escalations with proactive, steady communication.
• Oversee deduction paperwork, compliance coding, and coordination with Accounting and Supply Chain.

Cross-Functional Collaboration

• Partner closely with IT, Marketing, Accounting, and Supply Chain to improve tools, workflows, and reporting.
• Lead enhancements for order flow, tracking, and reporting systems.
• Participate in marketing, and operational meetings.
• Host monthly alignment meetings with Accounting to share updates and address challenges.

Vet Account Management

• Serve as the primary contact for Vet accounts, maintaining strong, supportive relationships.
• Oversee forecasting, sales projections, and order fulfillment for these customers.
• Ensure clear escalation pathways and strong technical support across teams.

Strategic Initiatives

• Lead special projects that elevate customer experience and strengthen sales support operations.
• Contribute forward-thinking recommendations to refine systems and processes.
• Bring curiosity to daily work—dig into root causes and offer ideas to improve team operations.

What You Bring

• Associate’s degree preferred.
• 3–5 years of sales customer service experience, including at least 2 years in a leadership or  supervisory role.
• Strong leadership, communication, and problem-solving skills.
• Proficiency with SAP or similar ERP systems preferred.
• Intermediate Excel skills (VLOOKUP, pivot tables).
• Ability to manage priorities, improve processes, and work cross-functionally.
• A naturally curious mindset—someone who asks questions and seeks better ways to work.