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Supervisor, Customer Service & Order Management

Smardt
Avondale, USA
Full-time
Mid · 5+ years experience
Onsite
Discovered 4 days ago
netsuitesap

Full Job Posting

What You'll Do

  • Function ownership and standards
  • Own the customer service and order management function end to end across both business lines, setting daily priorities and sequencing competing demands without day-to-day direction.
  • Define and publish the service standards the function operates to, including response times, acknowledgment turnaround, proactive status communication, and escalation paths.
  • Maintain desk procedures and training materials to a standard that allows coverage during absence and a clean handoff as the function grows.
  • Recommend the timing, scope, and structure of future headcount, and define the role scope and training plan for coordinators added as volume grows.
  • Order management and accuracy
  • Own the accuracy and integrity of order entry across the ERP/order management system: customer orders, change orders, including pricing, specifications, terms, and revenue-relevant fields.
  • Serve as the escalation point for complex, high-value, or non-standard orders, and approve exceptions within delegated authority; route pricing, terms, and credit exceptions beyond that threshold to the appropriate approver.
  • Establish and enforce order entry standards, audit routines, and quality checks; investigate root causes of entry and acknowledgment errors and implement corrections.
  • Support Sales and Applications Engineering on expedited quotation turnaround and order acknowledgment documentation, managing capacity against quote and order deadlines and flagging when demand exceeds it.
  • Delivery and fulfilment
  • Partner with Manufacturing, Planning, and Production to validate lead times, schedule changes, and delivery dates before they are committed to customers; represent the order book in production and scheduling reviews.
  • Own the expedite process: monitor orders through the production cycle, flag delays and exceptions to Sales and Operations leadership early, and drive recovery plans.
  • Ensure order related documentation and paperwork are complete and issued on time in coordination with manufacturing team.
  • Customer experience
  • Own the end-to-end customer experience across the order lifecycle, from acknowledgment through start-up and job close.
  • Handle escalated customer inquiries and complaints personally, own the response through to closure, and drive the corrective actions that keep the issue from recurring.
  • Host customers at the factory for order reviews, witness testing, and facility tours in coordination with Sales, Applications Engineering, and Manufacturing.
  • Collect and act on voice-of-the-customer input; capture recurring friction points from visits and escalations and translate them into process changes.
  • Track and report customer satisfaction and service-level performance, and lead account reviews with Sales for key customers.
  • Cross-functional partnership and reporting
  • Act as the primary interface between the MBU and CBU organizations on order status and commitments; represent Customer Service in cross-functional forums including S&OP and production planning.
  • Partner with Sales, Applications Engineering, Manufacturing, and Finance/Credit to resolve order, invoicing, shipping discrepancy, and accounting issues.
  • Produce and distribute order status, backlog, on-time delivery, and open-issue reporting for Sales and leadership; provide input into forecast and capacity discussions.
  • Process, systems, and scaling
  • Own and maintain SOPs, work instructions, and system documentation for order(change) process, quoting, and visit workflows.
  • Lead the onboarding of the Smardt Air order-to-delivery process, in partnership with the business line leadership.
  • Identify, prioritize, and implement process and system improvements that reduce cycle time and manual effort as order volume grows; act as the function’s ERP/CRM business owner for enhancement requests, testing, and rollout.
  • Define and track the function’s performance measures and drive improvement against them.
  • Success Measures
  • Order entry accuracy and rework rate
  • Quote and order acknowledgment turnaround time
  • On-time delivery and schedule commitment reliability
  • Customer response time and escalation resolution time
  • Customer satisfaction score and repeat escalation rate
  • Customer and CBU visit cadence against plan, with actions closed out from each visit
  • Process documentation coverage and handoff readiness

What You'll Bring

  • Education:
  • Associate’s or Bachelor’s degree in business, supply chain, or a related field preferred; equivalent experience considered.
  • 5+ years of experience in customer service, order management, or logistics coordination, ideally within HVAC, industrial equipment, or capital equipment manufacturing.
  • Demonstrated ability to own a process or account portfolio end to end with minimal supervision, including setting priorities across competing demands and knowing when to escalate.
  • Proficiency with ERP/order management systems (e.g., SAP, Oracle, NetSuite, or similar)
  • Demonstrated ownership of process documentation and performance metrics in a high-volume, deadline-driven order environment.
  • Strong attention to detail and sound judgment under schedule pressure.
  • Excellent verbal and written communication skills, including the ability to communicate schedule risk credibly to customers and to leadership.
  • Demonstrated customer-facing experience.
  • Ability to balance competing priorities across two product lines in a fast-paced, scaling environment.
  • The Supervisor, Customer Service & Order Management owns the customer order from receipt through delivery and job close for both the Chiller and Smardt Air business lines. This is a single-incumbent role: the Supervisor carries the order book personally while owning the standards, documentation, and workflows the process runs on.
  • The position is the senior MBU-to-CBU point of contact for order entry, order status, and logistics, and the escalation point when commitments are at risk. It is also an outward-facing role: the Supervisor is accountable for the quality of the customer’s experience across the order lifecycle.
  • As Smardt Air scales, the Supervisor is accountable for standing up its order-to-delivery process and integrating it with the established Chiller workflow without degrading service on either line. The role is expected to build the function to a standard that can absorb additional coordinators as volume justifies them, and to recommend when that point has been reached.
  • Function ownership and standards
  • Own the customer service and order management function end to end across both business lines, setting daily priorities and sequencing competing demands without day-to-day direction.
  • Define and publish the service standards the function operates to, including response times, acknowledgment turnaround, proactive status communication, and escalation paths.
  • Maintain desk procedures and training materials to a standard that allows coverage during absence and a clean handoff as the function grows.
  • Recommend the timing, scope, and structure of future headcount, and define the role scope and training plan for coordinators added as volume grows.
  • Order management and accuracy
  • Own the accuracy and integrity of order entry across the ERP/order management system: customer orders, change orders, including pricing, specifications, terms, and revenue-relevant fields.
  • Serve as the escalation point for complex, high-value, or non-standard orders, and approve exceptions within delegated authority; route pricing, terms, and credit exceptions beyond that threshold to the appropriate approver.
  • Establish and enforce order entry standards, audit routines, and quality checks; investigate root causes of entry and acknowledgment errors and implement corrections.
  • Support Sales and Applications Engineering on expedited quotation turnaround and order acknowledgment documentation, managing capacity against quote and order deadlines and flagging when demand exceeds it.
  • Delivery and fulfilment
  • Partner with Manufacturing, Planning, and Production to validate lead times, schedule changes, and delivery dates before they are committed to customers; represent the order book in production and scheduling reviews.
  • Own the expedite process: monitor orders through the production cycle, flag delays and exceptions to Sales and Operations leadership early, and drive recovery plans.
  • Ensure order related documentation and paperwork are complete and issued on time in coordination with manufacturing team.
  • Customer experience
  • Own the end-to-end customer experience across the order lifecycle, from acknowledgment through start-up and job close.
  • Handle escalated customer inquiries and complaints personally, own the response through to closure, and drive the corrective actions that keep the issue from recurring.
  • Host customers at the factory for order reviews, witness testing, and facility tours in coordination with Sales, Applications Engineering, and Manufacturing.
  • Collect and act on voice-of-the-customer input; capture recurring friction points from visits and escalations and translate them into process changes.
  • Track and report customer satisfaction and service-level performance, and lead account reviews with Sales for key customers.
  • Cross-functional partnership and reporting
  • Act as the primary interface between the MBU and CBU organizations on order status and commitments; represent Customer Service in cross-functional forums including S&OP and production planning.
  • Partner with Sales, Applications Engineering, Manufacturing, and Finance/Credit to resolve order, invoicing, shipping discrepancy, and accounting issues.
  • Produce and distribute order status, backlog, on-time delivery, and open-issue reporting for Sales and leadership; provide input into forecast and capacity discussions.
  • Process, systems, and scaling
  • Own and maintain SOPs, work instructions, and system documentation for order(change) process, quoting, and visit workflows.
  • Lead the onboarding of the Smardt Air order-to-delivery process, in partnership with the business line leadership.
  • Identify, prioritize, and implement process and system improvements that reduce cycle time and manual effort as order volume grows; act as the function’s ERP/CRM business owner for enhancement requests, testing, and rollout.
  • Define and track the function’s performance measures and drive improvement against them.
  • Success Measures
  • Order entry accuracy and rework rate
  • Quote and order acknowledgment turnaround time
  • On-time delivery and schedule commitment reliability
  • Customer response time and escalation resolution time
  • Customer satisfaction score and repeat escalation rate
  • Customer and CBU visit cadence against plan, with actions closed out from each visit
  • Process documentation coverage and handoff readiness

Preferred Qualifications

  • Associate’s or Bachelor’s degree in business, supply chain, or a related field preferred; equivalent experience considered.

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