Lead Order Processor

Summary 
The Lead Order Processor oversees the complete workflow for order and service processing to ensure accuracy, timeliness, and a positive customer experience. This role is responsible for managing all aspects of product and service order entry, coordinating communication across departments, and ensuring compliance with company standards. The Lead Order Processor provides daily leadership, coaching, and operational support to Regional Order Processors while championing consistency, quality, and efficiency across all locations.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Minimum Qualifications
•    1–2 years of order processing experience in construction, manufacturing, or home improvement industries
•    Strong working knowledge of Andersen, ProVia, and related product lines (preferred)
•    Experience with service ordering, warranty processes, or service part management
•    Prior leadership or supervisory experience (preferred)
•    Excellent organizational and time-management skills with strong attention to detail
•    Proficiency in Salesforce, Excel, and relevant processing systems
•    Ability to communicate effectively and collaborate with cross-functional teams

Knowledge, Skills and Abilities 
•    Strong understanding of order workflows, service ordering, and product specifications
•    Ability to train, coach, and mentor team members in a consistent and supportive manner
•    Strong analytical and problem-solving abilities
•    High level of accuracy and accountability in documentation and order management
•    Ability to manage multiple priorities and maintain proactive follow-up
•    Strong written and verbal communication skills
•    Ability to work independently and within a team environment
•    Ability to work independently
Supervisory Responsibilities
 
Essential Functions
Order Management & Processing
•    Verify financing or customer deposits are secured and documented in rForce before processing
•    Assign tasks to internal partners and follow up to ensure timely completion
•    Review Change of Contract (COC) and Contract Addendum updates for accuracy
•    Process orders for Andersen windows, doors, ProVia products, warehouse stock, bay/bow windows, and other product lines
•    Process and manage service orders, ensuring documentation, photos, and notes are complete
•    Monitor all service order statuses and communicate updates to stakeholders
•    Maintain proactive communication with Installation Managers, Sales, Corporate, and Leadership
•    Follow up via email within 48 hours for unresolved issues
•    Track NSPR “on hold” tasks and monitor extended lead times
•    Ensure NSPR templates for Andersen and ProVia are delivered on schedule
•    Confirm Andersen and ProVia order confirmations meet one-month pre-truck deadlines
•    Maintain updated Excel spreadsheets for warehouse stock, ProVia Doors, EntryLink, and service orders
•    Clear individual task lists weekly
•    Ensure factory mullion jobs are ordered per guidelines and properly documented
Leadership & Team Development
•    Provide daily support and leadership to Regional Order Processors
•    Lead training programs for processors, Design Consultants, and IPMs
•    Conduct QA reviews on order accuracy and provide coaching
•    Perform occasional measurement job site visits to evaluate accuracy and gather feedback
•    Communicate trends, updates, and process changes to the team and Leadership
•    Partner with the Director of Customer Experience on SOP development and improvements
•    Monitor team performance and ensure adherence to company standards
•    Other job duties as assigned

Physical Demands
•    Sitting for extended periods
•    Computer and system use
•    Occasional bending, walking, or standing for job site visits
•    Communication with internal teams
•    Occasional travel

Work Environment 
•    Office environment with regular computer and system work
•    Collaboration with Processing, Sales, Installation, and Leadership teams
•    Occasional field visits to job sites for measurement review
•    Fast-paced setting with deadlines and accuracy requirements
•    Participation in team meetings, training sessions, and performance discussions

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position.  All employees may have other duties assigned at any time.