Supervisor,  Order Processing

About the position

The Order Processing Supervisor is responsible for overseeing and managing a team of order processing specialists, ensuring the efficient and accurate data flow of customer orders and maintaining high levels of customer service. They play a crucial role in coordinating and improving order fulfillment performance with our 3PL partners, ensuring timely delivery and prompt response for escalations and exceptions, preserving accurate shipping transaction records.

Responsibilities

• Supervising and leading a team of order processing specialists, including assigning tasks, providing training, monitoring performance, and addressing any issues or concerns.
• Recruiting, hiring, and onboarding new team members to maintain appropriate staffing levels and ensure adequate coverage.
• Tracking team performance against key performance indicators (KPIs), providing feedback, and implementing strategies to improve efficiency and accuracy.
• Developing and delivering training programs to enhance the skills and knowledge of team members in order processing procedures, customer service protocols, and relevant software or systems.
• Overseeing the entire order processing workflow, including data verification, order validation, inventory management, and shipping coordination.
• Monitoring order status and resolving exception issues/escalations, ensuring timely delivery to customers.
• Collaborating with sales, quality, customer service, and logistics teams to ensure seamless order fulfillment and customer satisfaction.
• Maintaining high levels of customer service by responding to inquiries and resolving complaints promptly.
• Developing and implementing standard operating procedures (SOPs) to ensure consistency and efficiency in order entry and fulfillment.
• Generating reports on order processing performance and maintaining accurate records and documentation.

Requirements

• Strong leadership and supervisory skills.
• Excellent communication and interpersonal skills.
• Proficient in SAP, BAAN, Salesforce, JDA and/or order processing software and systems.
• Familiarity with order management systems and inventory management software.
• Strong organizational and time management skills.
• Detail-oriented and accurate in reviewing order information.
• Problem-solving and analytical skills.
• Knowledge of order fulfillment processes from 3PL partners.
• Customer service experience.