Order Processing Lead - Hybrid/Remote Impact Role

Overture Promotions; United States; Hybrid; USD 60,000 - 75,000; Full time

Job summary

Overture Promotions is seeking an Order Processing Supervisor to lead the Order Processing Specialists and uphold performance standards. You will coach, train, and onboard staff while ensuring accurate, timely order fulfillment and strict adherence to SOPs.

You will monitor KPIs, coordinate scheduling, and drive improvement initiatives across ERP and webstore workflows, including staffing and cross-functional collaboration with Sales and Account Management.

Qualifications

• 3+ years of experience in order processing or related operations.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Experience coaching or supervising others is preferred.
• Experience with NetSuite or similar ERP platforms is preferred.
• Experience supporting webstore/eCommerce environments is preferred.
• Knowledge of process automation and workflow management is preferred.
• Promotional products industry experience is a plus.

Responsibilities

• Lead, coach, train, and onboard Order Processing Specialists.
• Document performance observations and development recommendations.
• Oversee daily processing, queues, workload distribution, and service levels.
• Coordinate attendance, scheduling, PTO, and coverage with the OPT Manager.
• Ensure compliance with procedures and quality standards through audits and retraining.
• Resolve aging orders, incomplete transactions, and processing exceptions.
• Assist with order updates and correspondence; manage peaks and absences.
• Recommend workflow improvements and support automation and integrations.
• Maintain SOPs, training materials, and onboarding documentation.
• Coordinate launch readiness for new programs and clients with cross-functional teams.
• Monitor KPIs, SLAs, and trends; report results and staffing recommendations.

Skills

Leadership

Coaching

Communication

Problem-solving

Multitasking

Attention to detail

Tools

NetSuite ERP

Workflow automation

Webstore/eCommerce platforms

Job description

Overture Promotions is seeking an Order Processing Supervisor to lead the Order Processing Specialists and uphold performance standards. You will coach, train, and onboard staff while ensuring accurate, timely order fulfillment and strict adherence to SOPs.

You will monitor KPIs, coordinate scheduling, and drive improvement initiatives across ERP and webstore workflows, including staffing and cross-functional collaboration with Sales and Account Management.