Supervisor,  Order Processing

Job Summary:

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. 

Key Responsibilities and Duties:

Team Management:

• Supervising and leading a team of order processing specialists. This includes assigning tasks, providing training, monitoring performance, and addressing any issues or concerns. 

• Staffing: Recruiting, hiring, and onboarding new team members to maintain appropriate staffing levels and ensure adequate coverage. 

• Performance Management: Tracking team performance against key performance indicators (KPIs), providing feedback, and implementing strategies to improve efficiency and accuracy. 

• Training and Development: 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. 

• Oversees a Day-in the-life for his/her direct reports performing order processing activities  while supervising/performing daily tasks.

Order Processing and Fulfillment:

• Overseeing the entire order processing workflow. Starting from host ERP’s such SAP, data verification, order validation and exceptions (short allocations), inventory management and variances reconciliation, shipping coordination and tracking. 

• Ensuring accuracy in order and data management. This involves identifying IDOC and interface errors to WMS in a timely manner. quantities, carrier and service level to minimize errors and prevent delays. 

• Monitoring order status and resolving exception issues/escalations. Tracks orders from receipt to fulfillment, drives SLA for timely order attainment and address discrepancies or delays, ensuring timely delivery to customers. 

• Collaborating with other departments. Coordinating with sales, quality, customer service, our 3PL warehouse partner, and logistics teams to ensure seamless order fulfillment and customer satisfaction. 

• Acts as a main point of contact for internal and externals customers as applicable, proactively addresses customer needs and builds good customer relationships. 

• Advocates as the customer’s primary point of contact throughout the claim process towards a timely and satisfactory resolution. It generates and resolves applicable tasks in Salesforce to other functional areas in the organization.

Customer Service and Communication:

• Maintaining high levels of customer service. Responding to customer inquiries via Salesforce, addressing order-related issues, and resolving complaints and escalations promptly and effectively. 

• Communicating with customers and stakeholders. Providing updates on order status, addressing concerns and ensuring clear and timely communication throughout the order fulfillment process. 

• Will be at the forefront of resolving customer concerns with precision and care.  He or She will manage the entire life cycle of customer complaints, ensuring every issue is addressed promptly and thoroughly by the Order Processing team, while maintaining high levels of customer satisfaction. This role is crucial in fostering strong relationships with our customers and collaborating with various internal departments.

Process Improvement and Efficiency:

• Developing and implementing standard operating procedures (SOPs). Creating and maintaining clear guidelines and processes to ensure consistency and efficiency in order entry and fulfillment. 

• Analyzing order processing data and identifying areas for improvement. Monitoring key metrics, identifying bottlenecks or inefficiencies, and implementing changes to optimize workflow and reduce processing time. 

Reporting and Documentation:

• Generating reports on order processing performance. Tracking key metrics such as order volume, AVG processing time for Salesforce tasks, error rates, and customer satisfaction. 

• Maintaining accurate records and documentation. Ensuring that all order-related information is accurately documented and stored for auditing and reporting purposes. 

• Preparing performance reports and analyzing trends. Identifying patterns and trends in order processing data to inform decision-making and improve efficiency and SLA. 

Skills and Qualifications:

• Strong leadership and supervisory skills.

• Ability to motivate, guide, and mentor a team of order entry specialists. 

• Excellent communication and interpersonal skills.

• Ability to effectively communicate with customers, team members, and other stakeholders. 

• Proficient in SAP, BAAN, Salesforce, JDA and/or order processing software and systems.

• Familiarity with order management systems, inventory management software and other relevant tools. 

• Strong organizational and time management skills.

• Ability to prioritize tasks, manage multiple projects, and meet deadlines effectively. 

• Detail-oriented and accurate.

• Ability to meticulously review order information, identify errors, and ensure accuracy in data entry and processing. 

• Problem-solving and analytical skills.

• Ability to identify and resolve order-related issues, analyze data, and implement solutions to improve efficiency. 

• Knowledge of order fulfillment processes from our 3PL partners.

• Understanding of the various stages of order processing, from order receipt to delivery. 

• Customer service experience.

• Experience in handling customer inquiries, resolving complaints, and providing excellent customer service. 

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.