Team Lead - Supply Order Support - New Berlin, WI

Konecranes•New Berlin, WI

2d•$50,000 - $62,000•Hybrid

About The Position

The Team Lead – Supply Order Support plays a critical role in delivering a seamless and high-quality customer experience by overseeing daily supply parts order support operations. This role provides guidance, oversight, and first-level decision making for Order Support Specialists while serving as a key point of contact for high level or complex order-related issues. Responsibilities include supporting order support specialists with expediting, returns, and special customer requests, as well as investigating and resolving issues or routing them to the appropriate internal teams for resolution. This role requires a proactive communicator and people-focused leader who can balance customer satisfaction, operational efficiency, and continuous improvement in a fast-paced manufacturing environment. The Team Lead partners with Sales, Logistics, Operations, and other internal stakeholders to manage expectations, clear and concise communications and service levels. Putting Customers First, Doing the Right Thing, Driving for Better, and Winning Together.

Requirements

Strong customer service orientation with a positive, solution-driven mindset.
Proven ability to lead with empathy while maintaining accountability and performance standards.
Excellent time management, prioritization, and organizational skills in a high-volume environment.
Strong problem-solving skills with high attention to detail and accuracy.
Effective verbal and written communication skills, including professional email correspondence.
Ability to work independently and collaboratively across teams and departments.
Proficiency with SAP or similar ERP/business systems preferred.
Demonstrated ability to manage multiple priorities while meeting service-level expectations.
Bachelor’s degree and/or a minimum of 6 years of relevant experience in a customer service–driven or order management environment.

Nice To Haves

Prior experience in manufacturing, supply chain, or parts order support environments preferred.
Informal or formal team leadership experience strongly desired.

Responsibilities

Leadership & Team Support
Build trust and credibility through empathetic leadership, recognition of effort, and accountability for outcomes.
Provide day-to-day guidance, coaching, and support to Order Support Specialists.
Serve as the first point of escalation for order-related issues and decision making.
Participate in team meetings and contribute to best practices and continuous improvement initiatives.
Customer Experience & Order Management
Deliver an exceptional customer experience by ensuring prompt, professional, and accurate responses to all order-related inquiries, aligned with defined KPIs.
Monitor and manage incoming requests across all communication channels to ensure timely responses and full resolution.
Handle all situations with professionalism, ownership, and a solution-focused approach.
Cross-Functional Collaboration
Partner with Production, Sourcing, Purchasing, Sales, Logistics, Operations, and all other internal teams to resolve order discrepancies, fulfillment issues, and system-related challenges.
Communicate clearly and work collaboratively with customers to address requests or timelines that are not operationally feasible.
Problem Solving & Continuous Improvement
Investigate order issues to identify root causes and implement corrective actions.
Balance immediate resolutions with long-term process improvements to prevent recurring issues.
Create, update, and maintain workflow documentation to support consistency and efficiency.
Additional Responsibilities
Perform other duties as assigned to support departmental and organizational goals.

Benefits

Medical Plan
Dental
Vision
401k plan with a match from day one
identity theft protection
accident insurance
travel insurance
2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.
5 days of Sick Leave per year. Pro-rated the first year after 90 days of service
10 paid holidays per year