Order Management Leader: Process Improvement & CX

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. Position Summary We are seeking an Order Management Supervisor to guide and develop Trystar’s order processing team. Reporting to the Customer Experience Projects Manager, you will be responsible for daily operations and executing a company strategy to enhance 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. This is an opportunity for a talented and motivated individual eager to share knowledge and advance their career. Guiding Principles 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 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. Key Responsibilities Managing Order Processing (≈50%) Oversee all order processing activities, manage escalations, and handle other order management‑related tasks. Create and exemplify Trystar’s culture of relentless customer focus. 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 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 the Order Processing team to enhance overall customer experience. Track key performance indicators, 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 %. #J-18808-Ljbffr Trystar