Supervisor, Order Management

The Role:

The Order Management Team Supervisor plays a key customer-facing leadership role, responsible for guiding a diverse team of specialists while partnering closely with the Europe Sales team. This position is critical to strengthening the delivery of our customer experience strategy and maintaining excellence in our core functions.

We're looking for a strong people leader with a keen eye for talent development and a passion for team growth. The Supervisor will oversee essential operations, including order management, sales and customer escalations, backlog oversight, and performance against On-Time Delivery (OTD) KPIs. Proactive, weekly communication with the Sales team is also a core part of this role.

Key Responsibilities: 

• Lead the daily operations of the Order Management (OM) team, ensuring alignment with departmental goals and objectives.
• Deliver high-quality, responsive support to the European Sales organization.
• Monitor dashboards in Salesforce (SF) and Power BI (PBI) daily to ensure timely order processing and prompt issue resolution.
• Manage material escalations and order prioritizations in collaboration with Purchasing and Sales teams. Serve as the primary escalation point for Sales regarding all customer order issues.
• Oversee month-end close activities to ensure accuracy and timeliness.
• Partner with the OTC Finance Leader and Global Process Owner (GPO) on continuous improvement initiatives, specifically around Customer Experience and process standardization.
• Track and act upon team KPI’s, including On-Time Delivery (OTD), order backlog, and Voice of the Customer feedback.
• Facilitate regular OM team meetings, including agenda setting, action tracking, and follow-ups.
• Conduct routine one-on-one meetings with team members and ensure follow-through on key action items.
• Define annual team goals, conduct performance reviews, and manage ongoing development.
• Maintain a comprehensive onboarding and training program with supporting documentation.
• Take responsibility for the productivity of a specific sales region or SME area
• Participate in Regional Sales calls, maintaining strong communication and relationships with Sales teams across regions. Also, facilitate regular sales training as required.

Knowledge, Skills, and Abilities:

• Proactive, high-energy individual with a passion for operational excellence.
• Ability to remain effective and composed in a fast-paced, dynamic environment.
• Customer-first mindset with the ability to represent the “Voice of the Customer.”
• Demonstrated initiative in resolving complex issues and driving process improvements.
• Strong attention to detail, with the confidence to challenge existing ideas and practices.
• Effective communication and presentation skills; comfortable engaging with senior stakeholders.
• Proficiency in Office 365; experience with SAP and Business Intelligence tools (e.g., Power BI) preferred.
• Fluency in an additional European language is advantageous but not required.

Minimum education and work experience required:

• 5+ years of customer service experience with people management training/exposure.
• Previous role experience or team leadership experience is preferable.
• Degree level qualification

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