Customer Service Order Management Supervisor

The Panther Group; Orange (CT); On-site; USD 80,000 - 90,000; Full time

Job summary

The Panther Group is seeking a Customer Service / Order Management Supervisor in the Orange, CT area. This hands-on leadership role manages a team delivering accurate and timely customer order execution and service support.

You will guide daily order activities, optimize workflows, and partner with Sales, Planning, Operations, and Manufacturing to enhance customer experience. Strong leadership and ERP experience required.

Qualifications

• Bachelor’s degree or equivalent combination of education and professional experience.
• 5+ years in customer service and/or order management with team leadership or SME experience preferred.
• Experience leading or supporting a team handling high-volume customer orders.
• Strong understanding of order lifecycle with inventory, fulfillment, shipping, or commitments issues.
• Proven coaching, performance management, and cross-functional collaboration skills.

Responsibilities

• Supervise, coach, and develop a team of customer service/order management professionals.
• Oversee daily order activity and ensure requests are handled within service expectations.
• Manage workload assignments and coverage for an efficient operation.
• Establish cross-training and backup processes for consistent coverage.
• Monitor order status, inventory, fulfillment concerns, and issues.
• Act as escalation point for complex orders to drive timely resolution.
• Track team performance and provide coaching and development.
• Collaborate with Sales, Planning, Operations, Manufacturing, Distribution, Finance, and others to resolve issues.

Skills

Leadership

Customer service

Order management

ERP experience

Excel

Outlook

BI tools

Education

Bachelor’s degree or equivalent

Tools

Epicor ERP

Microsoft Excel

Microsoft Outlook

BI tools

Job description

Customer Service / Order Management Supervisor

Orange, CT Area

A growing manufacturing organization in the Orange, CT area is seeking a Customer Service / Order Management Supervisor to lead a team responsible for day-to-day customer order execution and service support.

This is a hands-on leadership opportunity for someone who enjoys developing a team, managing order workflows, resolving customer issues, and partnering across departments to ensure orders are fulfilled accurately and on time.

What You'll Do

• Supervise, coach, and develop a team of customer service/order management professionals.
• Oversee daily order activity and ensure customer requests and orders are handled within established service expectations.
• Manage team workload, account assignments, and coverage to maintain an efficient and responsive operation.
• Establish cross-training and backup processes to ensure consistent coverage across the team.
• Monitor order status, inventory availability, fulfillment concerns, and potential customer service issues.
• Act as an escalation point for more complex customer or order-related issues and help drive timely resolution.
• Track team performance and key service metrics while providing ongoing coaching, feedback, and development.
• Work closely with Sales, Planning, Operations, Manufacturing, Distribution, Finance, and other internal teams to resolve issues and improve the customer experience.
• Maintain and improve department procedures, training materials, and onboarding resources.
• Identify opportunities to improve processes, increase efficiency, and create greater consistency across the customer service/order management function.
• Promote a collaborative, accountable, and customer-focused team environment.
• Support departmental projects, process improvements, and other organizational initiatives.

What We’re Looking For

• Bachelor’s degree or equivalent combination of education and professional experience.
• 5+ years of customer service and/or order management experience, with team leadership, senior-level, or SME experience preferred.
• Previous experience leading or supporting a team responsible for processing and managing a high volume of customer orders.
• Strong understanding of the order lifecycle and experience working through issues involving inventory, fulfillment, production, shipping, or customer commitments.
• Demonstrated ability to coach employees, manage performance, balance workloads, and develop team capabilities.
• Strong cross-functional communication and problem-solving skills.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Experience working in an ERP system to enter, manage, and track customer orders; Epicor experience is a plus.
• Experience using reporting tools or business intelligence systems to monitor performance and support decision-making.
• A proactive, organized approach with the ability to manage competing priorities in a fast-paced environment.

Why Consider This Opportunity?

This is an opportunity to take ownership of a customer-facing operational team within an established manufacturing environment. The role offers visibility across multiple departments and the opportunity to directly influence team development, service quality, process consistency, and operational performance.

Salary: $80,000-90,000, depending on experience