Customer Service Order Management Supervisor

Top Prospect Group; Shelton (CT); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Excellent benefits

Job summary

Top Prospect Group in Shelton, CT is seeking a Customer Service Order Management Supervisor to lead the Order Management Representative team and ensure high-quality customer service. You will coordinate with Sales, Planning, Manufacturing, Logistics, and Finance, and utilize Epicor ERP to monitor KPIs and drive continuous improvement.

This onsite, direct-hire role offers a competitive salary and benefits, with salary DOE and a discretionary bonus opportunity.

Qualifications

• Bachelor’s degree (BA/BS) or equivalent.
• Minimum 5 years of customer service experience; supervisory experience preferred.
• Minimum 3 years of supervisory experience.
• Experience leading order management teams and handling high volumes.
• Proficiency with ERP systems; Epicor preferred.

Responsibilities

• Lead, coach, and develop the OMR team to deliver high-quality customer service.
• Monitor daily order management activities and ensure timely responses.
• Balance workloads and assignments to maintain efficiency.
• Coordinate cross-functional collaboration with Sales, Planning, Manufacturing, Logistics, and Finance.
• Monitor KPI performance and drive process improvements.
• Serve as first point of escalation for customer issues.

Skills

Team leadership

Customer service

Problem solving

Education

Bachelor’s degree (BA/BS)

Tools

Epicor

Microsoft Excel

Outlook

Job description

Job Title: Customer Service Order Management Supervisor

Location: 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 fulfillment
• Handling customer-service escalations
• Working with Sales, Planning, Manufacturing, Logistics, and Finance
• Managing workloads/account assignments
• Using ERP systems and preferably Epicor
• Tracking KPIs and service performance
• Coaching and developing the team
• ERP systems

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).

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.

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.

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.

About Us

Founded in 2010, Top Prospect Group specializes in connecting high-quality candidates with top‑tier clients. In 2023, we joined HW Staffing Solutions, expanding our national footprint across manufacturing, engineering, logistics, and technology.