Customer Service Supervisor/Order Management

Job Description

Job Title: Customer Service Order Management Supervisor

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Location: Onsite Shelton CT

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Type: Direct Hire Full Time

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Salary: $80-90K DOE plus excellent benefits and discretionary bonus

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Core Responsibilities

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Supervising an Order Management Representative (OMR) team ( 2 to 3 years Supervisory Exp)

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• Managing customer orders and order fulfillment
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• Handling customer-service escalations
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• Working with Sales, Planning, Manufacturing, Logistics, and Finance
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• Managing workloads/account assignments
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• Using ERP systems and preferably Epicor
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• Tracking KPIs and service performance
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• Coaching and developing the team
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• ERP systems
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Responsible for leading the daily execution of the Customer Experience organization by developing a high-performing Order Management team and ensuring consistent, best-in-class service for customers. This role provides frontline leadership for customer order execution, service quality, and operational consistency while coaching, developing, and supporting Order Management Representatives (OMRs).

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Working closely with Sales, Planning, Manufacturing, Logistics, Marketing, and the Senior CX Strategist, the Team Supervisor ensures customer commitments are executed efficiently, service risks are identified early, and standardized processes are consistently followed. The role drives team performance through coaching, KPI management, workflow compliance, and continuous process improvement while fostering a culture of accountability, collaboration, and customer focus.

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The Customer Experience Team Supervisor serves as the operational leader for the OMR team, ensuring the department delivers a consistent customer experience while supporting organizational growth through strong execution, talent development, and continuous improvement.

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Essential Job Responsibilities

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To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties and functions may be added or assigned.

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• Lead, coach, and develop the Order Management Representative (OMR) team to deliver consistent, high-quality customer service.
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• Monitor daily order management activities and ensure customer inquiries and orders are completed within established service standards.
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• Balance team workloads and account assignments to maintain efficient operations and service coverage.
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• Develop and maintain cross-training and backup coverage to ensure continuity across the team.
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• Monitor order fulfillment, inventory concerns, and customer service risks, partnering with the Senior CX Strategist and Operations as needed.
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• Serve as the first point of escalation for customer service issues and support the team in resolving complex situations.
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• Monitor team performance, provide regular coaching and feedback, and support employee development and performance reviews.
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• Partner with Sales, Planning, Manufacturing, Distribution, Finance, and other departments to resolve customer issues and improve operational processes.
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• Maintain and support Customer Experience standard operating procedures, training materials, and onboarding for new team members.
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• Promote a collaborative, accountable, and customer-focused team environment aligned with organizational values.
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• Support the CX Manager with departmental initiatives, process improvements, projects, and organizational goals.
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Safety

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• Practice safe work habits and follow general safety procedures, including proper lifting and bending, ergonomics, proper equipment use, and use of personal protective equipment (PPE).
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• Maintain good housekeeping, including a clutter-free work area and general cleaning.
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• Follow applicable FDA product safety standards and product defense standards.
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• Comply with all applicable SQF requirements.
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• Ensure proper lockout procedures are followed whenever equipment is being cleaned or maintained.
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Product Safety and Quality

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• Follow all applicable Product Safety and Quality standards.
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• Follow FDA Good Manufacturing Practices (GMPs) regarding food-contact packaging as they pertain to the position.
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Minimum Requirements

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The following knowledge, skills, and abilities are required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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• Bachelor’s degree (BA or BS) from a four-year college or university, or equivalent combination of education and comparable work experience.
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• Minimum of 5 years of customer service experience; team lead or senior subject matter expert (SME) experience preferred.
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• Experience leading order management teams and managing high volumes of customer orders.
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• Demonstrated proficiency with Microsoft Office, including Excel and Outlook.
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• Experience working with ERP systems to manage and process customer orders; Epicor experience preferred.
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• Experience using business intelligence and reporting tools.
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• Strong leadership, communication, organizational, problem-solving, and customer service skills.
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• Ability to effectively collaborate with cross-functional teams and manage competing priorities
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