Supervisor, Customer Service & Order Management

Smardt•Avondale, AZ

5d•Onsite

About The Position

The Supervisor, Customer Service & Order Management owns the customer order from receipt through delivery and job close for both the Chiller and Smardt Air business lines. This is a single-incumbent role: the Supervisor carries the order book personally while owning the standards, documentation, and workflows the process runs on. The position is the senior MBU-to-CBU point of contact for order entry, order status, and logistics, and the escalation point when commitments are at risk. It is also an outward-facing role: the Supervisor is accountable for the quality of the customer’s experience across the order lifecycle. As Smardt Air scales, the Supervisor is accountable for standing up its order-to-delivery process and integrating it with the established Chiller workflow without degrading service on either line. The role is expected to build the function to a standard that can absorb additional coordinators as volume justifies them, and to recommend when that point has been reached.

Requirements

Associate’s or Bachelor’s degree in business, supply chain, or a related field preferred; equivalent experience considered.
5+ years of experience in customer service, order management, or logistics coordination, ideally within HVAC, industrial equipment, or capital equipment manufacturing.
Demonstrated ability to own a process or account portfolio end to end with minimal supervision, including setting priorities across competing demands and knowing when to escalate.
Proficiency with ERP/order management systems (e.g., SAP, Oracle, NetSuite, or similar)
Demonstrated ownership of process documentation and performance metrics in a high-volume, deadline-driven order environment.
Strong attention to detail and sound judgment under schedule pressure.
Excellent verbal and written communication skills, including the ability to communicate schedule risk credibly to customers and to leadership.
Demonstrated customer-facing experience.
Ability to balance competing priorities across two product lines in a fast-paced, scaling environment.

Responsibilities

Own the customer service and order management function end to end across both business lines, setting daily priorities and sequencing competing demands without day-to-day direction.
Define and publish the service standards the function operates to, including response times, acknowledgment turnaround, proactive status communication, and escalation paths.
Maintain desk procedures and training materials to a standard that allows coverage during absence and a clean handoff as the function grows.
Recommend the timing, scope, and structure of future headcount, and define the role scope and training plan for coordinators added as volume grows.
Own the accuracy and integrity of order entry across the ERP/order management system: customer orders, change orders, including pricing, specifications, terms, and revenue-relevant fields.
Serve as the escalation point for complex, high-value, or non-standard orders, and approve exceptions within delegated authority; route pricing, terms, and credit exceptions beyond that threshold to the appropriate approver.
Establish and enforce order entry standards, audit routines, and quality checks; investigate root causes of entry and acknowledgment errors and implement corrections.
Support Sales and Applications Engineering on expedited quotation turnaround and order acknowledgment documentation, managing capacity against quote and order deadlines and flagging when demand exceeds it.
Partner with Manufacturing, Planning, and Production to validate lead times, schedule changes, and delivery dates before they are committed to customers; represent the order book in production and scheduling reviews.
Own the expedite process: monitor orders through the production cycle, flag delays and exceptions to Sales and Operations leadership early, and drive recovery plans.
Ensure order related documentation and paperwork are complete and issued on time in coordination with manufacturing team.
Own the end-to-end customer experience across the order lifecycle, from acknowledgment through start-up and job close.
Handle escalated customer inquiries and complaints personally, own the response through to closure, and drive the corrective actions that keep the issue from recurring.
Host customers at the factory for order reviews, witness testing, and facility tours in coordination with Sales, Applications Engineering, and Manufacturing.
Collect and act on voice-of-the-customer input; capture recurring friction points from visits and escalations and translate them into process changes.
Track and report customer satisfaction and service-level performance, and lead account reviews with Sales for key customers.
Act as the primary interface between the MBU and CBU organizations on order status and commitments; represent Customer Service in cross-functional forums including S&OP and production planning.
Partner with Sales, Applications Engineering, Manufacturing, and Finance/Credit to resolve order, invoicing, shipping discrepancy, and accounting issues.
Produce and distribute order status, backlog, on-time delivery, and open-issue reporting for Sales and leadership; provide input into forecast and capacity discussions.
Own and maintain SOPs, work instructions, and system documentation for order(change) process, quoting, and visit workflows.
Lead the onboarding of the Smardt Air order-to-delivery process, in partnership with the business line leadership.
Identify, prioritize, and implement process and system improvements that reduce cycle time and manual effort as order volume grows; act as the function’s ERP/CRM business owner for enhancement requests, testing, and rollout.
Define and track the function’s performance measures and drive improvement against them.