Supervisor - Logistics Order Management (onsite with customer)

Job description

The Supervisor is a senior-level operations role responsible for supporting Order Management Operations and serving as the primary point of contact for complex inquiries between customers and cross-functional teams. This role leads the order management team, drives process enhancements, ensures adherence to client service levels, and implements effective supply chain solutions while championing company values and culture.

Responsibilities

• Act as the primary point of escalation for assigned key customers and enhance relationships by identifying areas for improvement in the order-to-delivery experience
• Oversee daily order processing, projects, and team performance to consistently meet KPIs, OKRs, and client SLAs
• Supports the execution, analysis, and review of operational reports, dashboards, and presentations to provide stakeholders with real-time visibility
• Analyze workflows to summarize insights, propose process enhancements, reduce errors, accelerate order cycle times, and minimize operational costs
• Delegate daily tasks, guide team members, and step in for management as needed
• Conduct regular check-ins, execute training plans, evaluate contributions for annual performance reviews, and address employee performance gaps
• Monitor productivity models to track current workloads, forecast staffing needs, and balance team capacity
• Execute and implement assigned individual projects aimed at scaling order management systems or automating data entry workflows
• Promote a successful atmosphere, maintain regular syncs with management, and foster a positive, can-do team culture

Qualifications

• Bachelor's degree or equivalent working experience
• Min. 5 years of experience in Order Management, logistics, and/or high-volume customer service roles
• Strong knowledge of ERP systems (e.g., SAP, Oracle, NetSuite) and Google Workspace/Microsoft Office (advanced data analysis using Google Sheets/Excel)
• Successfully demonstrated knowledge and understanding of at least one area of business within the Professional Services Onsite Team
• Fluent in English with excellent written and oral communication skills
• Excellent customer service skills
• Self-starter with an analytical mindset, ability to interpret data, make informed decisions, and triage tasks in a fast-paced environment
• Strong attention to detail and problem-solving skills
• Ability to define, develop, and document business processes and procedures