CX Team Lead: Order Management & Service Excellence

Inline Plastics; Shelton (CT); On-site; USD 75,000 - 110,000; Full time

Job summary

Inline Plastics is seeking a Customer Experience Team Supervisor to lead the Order Management Representative (OMR) team and ensure best-in-class service for customers. You will coach, develop, and support the team while partnering with Sales, Planning, Manufacturing, Logistics, and Finance to resolve issues and improve processes.

You will monitor daily activities, balance workloads, and maintain SOPs and onboarding materials.

Qualifications

• Bachelor's degree or equivalent with 5+ years in customer service.
• Experience leading order management teams with high order volumes.
• Proficient in Microsoft Office; ERP systems experience required.

Responsibilities

• Lead, coach, and develop the Order Management Representative (OMR) team to deliver high-quality service.
• Monitor daily order management activities and ensure inquiries and orders meet service standards.
• Balance team workloads and account assignments for efficient operations and coverage.
• Develop cross-training and backup coverage for continuity across the team.
• Monitor order fulfillment, inventory concerns, and service risks with cross-functional partners.
• Serve as first escalation point for issues and support resolution of complex situations.
• Provide regular coaching and performance feedback; support reviews and development.
• Collaborate with Sales, Planning, Manufacturing, Distribution, Finance and others to improve processes.
• Maintain SOPs, training materials, and onboarding for new team members.
• Support CX Manager with initiatives, projects and organizational goals.
• Follow safety, FDA and SQF-related procedures as applicable.

Skills

Customer service

Team leadership

ERP systems

Microsoft Excel

BI tools

Order management

Education

Bachelor's degree

Tools

Epicor ERP

Power BI

Job description

Inline Plastics is seeking a Customer Experience Team Supervisor to lead the Order Management Representative (OMR) team and ensure best-in-class service for customers. You will coach, develop, and support the team while partnering with Sales, Planning, Manufacturing, Logistics, and Finance to resolve issues and improve processes.

You will monitor daily activities, balance workloads, and maintain SOPs and onboarding materials.