Lead Order Processor

Renewal•Charlotte, NC

14d

About The Position

The Lead Order Processor oversees the complete workflow for order and service processing to ensure accuracy, timeliness, and a positive customer experience. This role is responsible for managing all aspects of product and service order entry, coordinating communication across departments, and ensuring compliance with company standards. The Lead Order Processor provides daily leadership, coaching, and operational support to Regional Order Processors while championing consistency, quality, and efficiency across all locations.

Requirements

1–2 years of order processing experience in construction, manufacturing, or home improvement industries
Strong working knowledge of Andersen, ProVia, and related product lines (preferred)
Experience with service ordering, warranty processes, or service part management
Excellent organizational and time-management skills with strong attention to detail
Proficiency in Salesforce, Excel, and relevant processing systems
Ability to communicate effectively and collaborate with cross-functional teams
Strong understanding of order workflows, service ordering, and product specifications
Ability to train, coach, and mentor team members in a consistent and supportive manner
Strong analytical and problem-solving abilities
High level of accuracy and accountability in documentation and order management
Ability to manage multiple priorities and maintain proactive follow-up
Strong written and verbal communication skills
Ability to work independently and within a team environment
Ability to work independently
Sitting for extended periods
Computer and system use
Occasional bending, walking, or standing for job site visits
Communication with internal teams
Occasional travel
Office environment with regular computer and system work
Collaboration with Processing, Sales, Installation, and Leadership teams
Occasional field visits to job sites for measurement review
Fast-paced setting with deadlines and accuracy requirements
Participation in team meetings, training sessions, and performance discussions

Nice To Haves

Prior leadership or supervisory experience (preferred)

Responsibilities

Verify financing or customer deposits are secured and documented in rForce before processing
Assign tasks to internal partners and follow up to ensure timely completion
Review Change of Contract (COC) and Contract Addendum updates for accuracy
Process orders for Andersen windows, doors, ProVia products, warehouse stock, bay/bow windows, and other product lines
Process and manage service orders, ensuring documentation, photos, and notes are complete
Monitor all service order statuses and communicate updates to stakeholders
Maintain proactive communication with Installation Managers, Sales, Corporate, and Leadership
Follow up via email within 48 hours for unresolved issues
Track NSPR “on hold” tasks and monitor extended lead times
Ensure NSPR templates for Andersen and ProVia are delivered on schedule
Confirm Andersen and ProVia order confirmations meet one-month pre-truck deadlines
Maintain updated Excel spreadsheets for warehouse stock, ProVia Doors, EntryLink, and service orders
Clear individual task lists weekly
Ensure factory mullion jobs are ordered per guidelines and properly documented
Provide daily support and leadership to Regional Order Processors
Lead training programs for processors, Design Consultants, and IPMs
Conduct QA reviews on order accuracy and provide coaching
Perform occasional measurement job site visits to evaluate accuracy and gather feedback
Communicate trends, updates, and process changes to the team and Leadership
Partner with the Director of Customer Experience on SOP development and improvements
Monitor team performance and ensure adherence to company standards
Other job duties as assigned