Customer Experience Team Supervisor

Top Prospect Group LLC; Shelton (CT); Sur place; USD 80 000 - 90 000; Plein temps

Avantages offerts par ce poste

Discretionary bonus

Excellent benefits

Résumé du poste

Top Prospect Group seeks a Customer Service Order Management Supervisor onsite in Shelton, CT. The role leads an Order Management Representative team and requires 3+ years of supervisory experience and 5+ years in customer service, with Epicor ERP familiarity.

You will drive KPI performance, coordinate with Sales, Planning, Manufacturing, Logistics, and Finance, and coach staff to meet service standards while improving processes.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 5 years in customer service; supervisory experience preferred.
• Minimum 3 years of supervisory experience.
• Experience leading order management teams with high order volumes.
• Proficiency with Microsoft Office; ERP systems experience (Epicor) preferred.
• Experience using business intelligence and reporting tools.

Responsabilités

• Lead and develop the Order Management Representative team to deliver high‑quality service.
• Monitor daily order management activities and ensure timely completion.
• Balance workloads and assign accounts for efficient operations.
• Develop cross-training and backup coverage for continuity.
• Oversee order fulfillment, inventory concerns, and service risks.
• Serve as first escalation point for customer service issues.

Connaissances

Leadership

Customer service

Communication

Problem solving

Time management

Coaching

Formation

Bachelor's degree

Outils

Epicor ERP

Excel

Outlook

BI tools

Description du poste

Job Title: Customer Service Order Management SupervisorLocation: Onsite Shelton CT Type: Direct Hire Full Time Salary: $80-90K DOE plus excellent benefits and discretionary bonus

Core Responsibilities

Supervising an Order Management Representative (OMR) team ( 3 years Supervisory Exp) and 5 years of Customer Service Experience.Managing customer orders and order fulfillmentHandling customer-service escalationsWorking with Sales, Planning, Manufacturing, Logistics, and FinanceManaging workloads/account assignmentsUsing ERP systems and preferably EpicorTracking KPIs and service performanceCoaching and developing the teamERP systemsResponsible 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).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.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.

Essential Job Responsibilities

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

Safety

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).Maintain good housekeeping, including a clutter-free work area and general cleaning.Follow applicable FDA product safety standards and product defense standards.Comply with all applicable SQF requirements.Ensure proper lockout procedures are followed whenever equipment is being cleaned or maintained.

Product Safety and Quality

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

Minimum Requirements

• Bachelor’s degree (BA or BS) from a four-year college or university, or equivalent combination of education and comparable work experience.
• Minimum of 5 years of customer service experience; team lead or senior subject matter expert (SME) experience preferred.
• Minimum of 3 years' supervisory experience.
• Experience leading order management teams and managing high volumes of customer orders.
• Demonstrated proficiency with Microsoft Office, including Excel and Outlook.
• Experience working with ERP systems to manage and process customer orders; Epicor experience preferred.
• Experience using business intelligence and reporting tools.
• Strong leadership, communication, organizational, problem-solving, and customer service skills.
• Ability to effectively collaborate with cross-functional teams and manage competing priorities.