Order Operations Supervisor

Job Summary:

The Order Operations Supervisor leads a small team (2–3) responsible for end-to-end order processing in CRM/SAP from PO receipt through invoicing. The role drives accuracy, timeliness, and a customer-centric experience; owns EDI execution; resolves escalations; and partners closely with Sales, Supply Planning, IT, and After-sales. This leader coaches and develops the team, standardizes best practices, and champions continuous improvement to optimize on-time, in-full delivery and operational efficiency.

General Job Duties and Responsibilities:

• Lead day-to-day operations for order entry, processing, and management within CRM/SAP; own the workflow from PO receipt to customer invoicing and resolve AR issues.
• Coach and mentor a 2–3 person team to improve accuracy, speed, and service quality; manage workload coverage and backups.
• Serve as escalation point for complex customer/order issues; ensure professional, timely resolution.
• Oversee EDI transactions; troubleshoot and resolve document errors for assigned accounts.
• Partner with Sales, Supply Planning, and Logistics to clear order blocks, align ship plans, and ensure OTIF delivery.
• Maintain data integrity across ERP/portals; ensure all transactions are timely and compliant
• Leverage dashboards/reports to track orders and proactively address exceptions.
• Support new product launches or seasonal peaks with scalable vendor plans
• Track and maintain accurate inventory levels, monitor weeks-on-hand, and minimize stockouts and aged products.
• Foster a customer-first culture; ensure prompt, professional responses to inquiries and strong relationship management.
• Identify and lead process improvement initiatives to eliminate non-value-added work; support best-practice adoption across the function.
• Participate in continuous improvement projects and cross-functional initiatives that enhance order-to-cash performance.
• Other duties as assigned.

Supervisory Responsibilities:

• This job has supervisory responsibilities.
• Supervise and manage 2-3 employees of the operations team
• Supervise the performance of each service business lines/teams based on goals and the effectiveness of service improvement projects.
• Responsibilities include setting service goals, outputting service reports, interviewing, recruiting, and training employees, handling complaints, and resolving issues.

Qualifications:

• Bachelor’s degree in Business, Supply Chain, or related field preferred, or equivalent work experience in Supply Chain/Order Management with consumer goods .
• Minimum 7 years of relevant Supply Chain/Order Management (consumer goods preferred), with 1–2 years leading or supervising a team experience, preferably in a eMobility, consumer electronics, or power sports .
• Strong hands-on experience with SAP (or equivalent ERP), EDI, and vendor/customer portals.
• Proficient in navigating complex systems for tracking, reporting, and troubleshooting.
• Experience in contributing to cross-functional team meetings with internal and external stakeholders.
• Excellent organization, prioritization, attention to detail, and follow-through.
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Bilingual in English and Mandarin is highly preferred.

Physical Demands:

This role is performed in a professional office or hybrid environment and requires prolonged periods of computer work, frequent participation in virtual meetings, and regular interaction across teams and partners. Occasional moving of files, product samples, or shipping materials up to 50 pounds may be required. Limited travel to warehouses, 3PLs, or customer sites may occur based on business needs and project work. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus.

EEO Statement:

Segway Inc. is committed to providing Equal Opportunity in Employment to all applicants and employees regardless of race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.