Order Processing Supervisor - Hybrid role
United States
Full Time
Mid Level
Job Title: Order Processing Supervisor
Department: Operations – Order Processing Team (OPT)
Reports To: Order Processing Team (OPT) Manager
FLSA: Exempt
Compensation: $60,000-$75,000 annually
Bonus Eligibility: TBD,
Job Overview:
Department: Operations – Order Processing Team (OPT)
Reports To: Order Processing Team (OPT) Manager
FLSA: Exempt
Compensation: $60,000-$75,000 annually
Bonus Eligibility: TBD,
Job Overview:
- Lead, coach, train, and onboard Order Processing Specialists while fostering a collaborative, customer-focused team.
- Document performance observations and development recommendations for the OPT Manager, who retains responsibility for formal reviews.
- Oversee daily processing, queues, workload distribution, and service levels to ensure timely, accurate execution.
- Coordinate attendance, scheduling, PTO, and coverage with the OPT Manager; review proposed assignment and priority changes with the Manager before implementation. Broader staffing and capacity decisions remain with the Manager.
- Ensure compliance with procedures and quality standards through order audits, error tracking, corrections, and targeted retraining.
- Resolve aging orders, incomplete transactions, processing exceptions, and vendor, customer, or system issues; escalate matters requiring management intervention or major operational changes.
- Assist with order updates and correspondence as needed; individual portfolios and routine processing remain with representatives, including during peaks and absences.
- Recommend workflow improvements and support automation, system testing, integrations, implementation, and adoption.
- Maintain SOPs, training materials, and onboarding documentation; support audits and quality assurance.
- Coordinate launch readiness for new programs, clients, and webstores, partnering with Sales, Account Management, and implementation teams.
- Monitor KPIs, SLAs, and operational trends; report results and support workload forecasting and staffing recommendations.
This position is hybrid for local candidates or those without prior industry experience. Remote work may be considered for candidates who reside outside the local area and have relevant industry experience.
Skills and Qualifications:- 3+ years of experience in order processing, customer operations, account support, or related business operations required
- Strong problem-solving and decision-making skills required
- Excellent communication and interpersonal abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Experience coaching, training, or supervising others; preferred but not required.
- Experience working with NetSuite or similar ERP platforms preferred
- Experience supporting webstore, eCommerce, or integrated order processing environments preferred.
- Knowledge of process automation and workflow management preferred
- Promotional products industry experience
- Orders are processed accurately and within established service levels.
- Team members are engaged, coached, and performing at a high level.
- Escalations are resolved quickly and effectively.
- Operational metrics consistently meet or exceed targets.
- Documentation remains current and accessible.
- Process improvements and automation initiatives result in measurable efficiency gains.
- New programs and clients transition smoothly into ongoing operational support.
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