Order Management Supervisor

Job Description

Job Description

Job Title: Order Management Supervisor

Job Description:

Trystar is a leader in power inverters, distribution equipment, and related services, dedicated to supporting our electrical infrastructure. We pride ourselves on producing the highest quality products and delivering industry-leading service. With safety and integrity as our core principles, we work together to achieve excellence for our customers every day. Our team members are our most valuable asset, and this position plays a critical role in achieving our strategic objectives.We are seeking an Order Maintenance Supervisor to guide and develop Trystar's order processing team. Reporting to the Customer Experience Projects Manager, you will be responsible for both daily operations and executing a company strategy that enhances Trystar’s ability to intake and respond to customer requests and escalations.In this role, you'll drive process improvements, coach and develop employees across multiple sites, and manage escalated issues to ensure the highest level of customer service. Success requires daily interaction with sales, customers, and the quotation team to understand requirements and expectations. This is a fantastic opportunity for a talented and motivated individual eager to share knowledge and take the next step in their career.We are looking for people who believe in our guiding principles and values of:

• Safety – We believe everyone should leave Trystar facilities in the same or better condition than when they arrived.
• Integrity – We’re honest, transparent, and committed to doing what’s right.
• Customer focus – We have relentless focus on our customers and their success.
• Right with speed – We use good judgement, make thoughtful decisions quickly, and execute them with purpose and intensity.
• Play for each other – We’re a team. We show up for each other and we know that through teamwork we achieve greatness.
• Champion change – We know adaptation and improvement are requirements to survive and to thrive.
• Enjoy the journey – We create an environment where our team feels appreciated and has fun along the way.

In this role you will get to: Managing Order Processing (≈50%):

• Oversee all order processing activities, manage escalations, and handle other order management-related tasks.
• Create and exemplify Trystar’s culture for relentless focus on our customers and their success
• Maintain professional business relationships with customers, field sales and manufacturing reps

Process Development & Execution (≈25%):

• Develop, implement, and execute enterprise-wide order processing strategies across multiple sites.
• Work cross functionally with other leaders to deliver a world class customer experience
• Maintain high level of ERP and process knowledge

People Development (≈10%):

• Provide coaching and development to team members.
• Lead the Order Processing team in reviewing and responding to customer inquiries
• Lead the Order Processing team in maintaining accurate customer information and order information within our ERP

Continuous Improvement (≈15%):

• Lead continuous improvement initiatives and conduct training sessions for the team.
• Develop digital tools, processes and procedures within Order Processing team to enhance overall customer experience
• Track key performance indicators (KPIs), maintain order data accuracy, and generate performance reports for management
• Collect and analyze data to identify opportunities for continuous improvement to deliver a better customer experience

Job Requirements:

Basic Qualifications

• Two-Year Degree or Bachelor’s Degree (preferred)
• Outstanding communication, presentation, and leadership skills
• Minimum of 5 years experience in leading customer service teams
• Ability to use digital tools to capture and respond to customer requests
• Proficient in Microsoft Office 365 (specifically Advanced Excel)
• Experience with ERP
• Experience in customer support or sales role
• Experience with manufacturing settings

Additional Qualifications

• Experience with ERP and CRM or other case management systems, Epicor and SalesForce being a plus
• Highly motivated, passionate, with exceptional written and verbal communications skills
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
• High comfort level establishing and growing relationships with customers, partners and internally
• Continuous improvement mindset
• Willingness and ability to travel up to 10%