Onsite CX Team Lead: Order Management & Service

Top Prospect Group

Shelton (CT)

On-site

USD 80,000 - 90,000

Full time

5 days ago

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Job summary

Top Prospect Group is seeking a Customer Experience Team Supervisor onsite in Shelton, CT. You will lead the Order Management team to deliver consistent, high-quality customer service and drive KPI performance, coaching staff and coordinating with Sales, Planning and Manufacturing to ensure timely commitments.

You will develop and maintain standard procedures, support training, and promote accountability and a customer-centric culture within the team.

Qualifications

Bachelor degree or higher and relevant work experience.
Minimum 5 years of customer service experience; team lead or SME preferred.
Experience leading order management teams and handling high volumes of orders.
ERP systems experience to manage orders; Epicor preferred.
Experience with BI/reporting tools and data analysis.
Strong leadership, communication, organizational, problem-solving and customer service skills.

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 workloads and assignments to maintain efficient operations and coverage.
Develop cross-training and backup coverage for continuity.
Collaborate with Sales, Planning, Manufacturing, Logistics, Finance and others to resolve issues.
Maintain SOPs, training materials and onboarding for new members.
Support initiatives and projects aligned with CX goals.
Model safe work habits and maintain a clean, compliant work environment.