Order Management Supervisor

Essential Duties and Responsibilities

• Manage a portfolio of assigned customer accounts while ensuring exceptional service and timely order processing.
• Receive and process customer orders submitted by customers, the sales team, and eCommerce channels.
• Enter and validate customer order information in the ERP system to ensure accurate and timely order execution.
• Verify new customer accounts are properly established in M3 and coordinate with internal stakeholders to complete customer setup when required.
• Validate product master data for new and existing products, partnering with Product Units (PUs) to resolve setup issues that could delay order fulfillment.
• Verify customer pricing for ordered products and coordinate with the business to establish or update pricing as needed.
• Determine the appropriate order fulfillment process and manage order entry to ensure accurate transactions across business entities.
• Review customer purchase orders for completeness, compliance with company requirements, and alignment with approved pricing and quotations.
• Provide customers with timely order confirmations and communicate order status as needed.
• Resolve customer claims, including credits, rebills, and other order-related adjustments, following Product Unit review and approval.
• Coach, mentor, and provide regular performance feedback to Order Management Representatives, establishing clear expectations, recognizing achievements, and addressing performance concerns in a timely manner.
• Congduct daily visual management meetings to review workload, performance metrics, priorities, and continuous improvement opportunities.
• Monitor customer service performance metrics, identify trends, and recommend process improvements to the Customer Experience Manager and Customer Experience Projects Manager.
• Ensure compliance with established order management processes, customer service policies, and internal controls.
• Serve as the first point of escalation for complex customer order issues and collaborate cross-functionally to drive timely resolution.

Qualifications

• High School Diploma, BS Degree in Communications, Operations, Business, Sales or Engineering preferred.
• 5-7 years of experience in customer service or other customer-facing role.
• 1-2 years in a leadership role.
• Experience in Oracle and M3 or similar system a plus.