Order Management Supervisor

Summary

The Order Management Supervisor is a hands-on leader responsible for managing a portfolio of customer accounts while supervising a team of Order Management Representatives across the Americas. In addition to performing day-to-day order management activities for assigned accounts, this role provides direct leadership, coaching, and performance management for a team of customer service professionals. The Supervisor leads daily visual management meetings, monitors team performance and service levels, supports employee development through training and onboarding, ensures compliance with established processes and policies, and drives continuous improvement to deliver an exceptional customer experience. This is a hybrid position based in our Dublin, Ohio office. Other locations will be considered for internal candidates. 
 

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.
• Conduct 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 

Education and/or Work Experience

• 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
   

Technical Skills/Physical Requirements

• Self-starter, highly motivated with excellent business-wide communication skills.
• Ability to work self-directed and prioritize a wide range of projects or requests on an ogoing basis.
• Proficient computer skills.  Familiarity with Microsoft Office Suite.
• Ability to quickly acquire knowledge of technical products.
• Ability to work flexible schedules/extended hours on occasion to collaborate with partners in Europe and Asia. 
• Travel: Ability to travel <10% of the time. Occasional travel to visit customers.