Overture Promotions

Order Processing Supervisor

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:
  • 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.
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
Success Metrics:
  • 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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