Order Processing Supervisor

Job description:

The Order Processing (OP) Supervisor is responsible for leading and overseeing all day-to-day operations related to order entry, validation, processing, and fulfillment across multiple sales channels and accounts. This role requires strong leadership, organizational, and analytical skills to ensure the OP team executes tasks efficiently, meets performance targets, and continuously improves workflows to support company-wide service and productivity goals.

Key Responsibilities:

Team Leadership & Supervision

• Manage and develop a team of order processors handling account-specific workflows.
• Conduct regular performance reviews, coach personnel, and initiate performance improvement plans (PIPs) when necessary.
• Provide direction, clarity, and prioritization to ensure daily schedules and task expectations are met.
• Create, enforce, and monitor daily AM/PM reporting protocols.

Workflow Oversight & Process Management

• Oversee all order processing functions across accounts such as Lowe’s, Home Depot (DC & Central), Amazon, Wayfair, Build.com, Ferguson, Menards, Overstock, and more.
• Monitor order volumes and assignments, ensuring fair workload distribution and timely completion.
• Delegate specific tasks strategically to maximize team strengths and minimize bottlenecks.
• Track and escalate aging orders, late shipments, and portal discrepancies.
• Maintain quality and accuracy of order entries, updates, cancellations, and portal fulfillment requirements.

Communication & Escalation Management

• Serve as the main point of contact for internal and external escalations related to order issues.
• Facilitate cross-departmental communication with Customer Service, Warehouse, Logistics, and Sales to resolve order blocks or fulfillment delays.
• Provide real-time support and guidance when team members encounter errors, exceptions, or unassigned tasks.

Performance Monitoring & Data Reporting

• Track and analyze key performance indicators (KPIs) such as orders processed per person, fulfillment rates, and missed targets.
• Review individual task completion daily and follow up on underperformance with accountability measures.
• Maintain team dashboards and reporting tools (e.g., Sisense) to visualize goals, progress, and productivity gaps.
• Conduct weekly assessments and submit progress summaries to leadership.

Process Improvement & Accountability

• Continuously evaluate and refine workflows to increase efficiency, accuracy, and order cycle time.
• Identify tribal knowledge gaps and translate them into documented SOPs for consistency.
• Recommend automation opportunities where feasible.
• Lead team through operational changes, communicating the purpose and benefits clearly to maintain morale and buy-in.

Qualifications:

• Proven experience in order processing, operations, or supply chain management.
• Prior experience leading a team with measurable performance outcomes.
• High proficiency in systems such as Sage, CommerceHub, EDI platforms, Salesforce, and Excel.
• Strong problem-solving, time management, and delegation skills.
• Ability to adapt in a fast-paced, evolving environment and enforce accountability consistently.

Key Systems & Tools:

• Sage ERP
• EDI Portals (e.g., CommerceHub, Manhattan, Supplier Hubs)
• Salesforce
• Sisense or other BI dashboards
• Outlook, Excel, and other collaboration tools

Success Metrics:

• On-time and accurate order processing across all assigned accounts
• High performance adherence from personnel (daily and weekly targets)
• Reduced aged and pending orders
• Minimal escalations and faster resolution times
• Continuous improvements implemented and documented

Salary: $55,000/year