Order Processing Supervisor - Hybrid 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

Job Title: Order Processing Supervisor

Department: Operations – Order Processing Team (OPT)

Reports To: Order Processing Team (OPT) Manager

FLSA: Exempt

Compensation: $60,000-$75,000 annually

Bonus Eligibility: TBD,

Job Overview

• Lead, coach, train, and onboard Order Processing Specialists while fostering a collaborative, customer-focused team.
• Document performance observations and development recommendations for the OPT Manager, who retains responsibility for formal reviews.
• Oversee daily processing, queues, workload distribution, and service levels to ensure timely, accurate execution.
• Coordinate attendance, scheduling, PTO, and coverage with the OPT Manager; review proposed assignment and priority changes with the Manager before implementation. Broader staffing and capacity decisions remain with the Manager.
• Ensure compliance with procedures and quality standards through order audits, error tracking, corrections, and targeted retraining.
• Resolve aging orders, incomplete transactions, processing exceptions, and vendor, customer, or system issues; escal ate matters requiring management intervention or major operational changes.
• Assist with order updates and correspondence as needed; individual portfolios and routine processing remain with representatives, including during peaks and absences.
• Recommend workflow improvements and support automation, system testing, integrations, implementation, and adoption.
• Maintain SOPs, training materials, and onboarding documentation; support audits and quality assurance.
• Coordinate launch readiness for new programs, clients, and webstores, partnering with Sales, Account Management, and implementation teams.
• Monitor KPIs, SLAs, and operational trends; report results and support workload forecasting and staffing recommendations.

This position is hybrid for local candidates or those without prior industry experience. Remote work may be considered for candidates who reside outside the local area and have relevant industry experience.

Skills and Qualifications

• 3+ years of experience in order processing, customer operations, account support, or related business operations required
• Strong problem-solving and decision-making skills required
• Excellent communication and interpersonal abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Experience coaching, training, or supervising others; preferred but not required.
• Experience working with NetSuite or similar ERP platforms preferred
• Experience supporting webstore, eCommerce, or integrated order processing environments preferred.
• Knowledge of process automation and workflow management preferred
• Promotional products industry experience

Success Metrics

• Orders are processed accurately and within established service levels.
• Team members are engaged, coached, and performing at a high level.
• Escalations are resolved quickly and effectively.
• Operational metrics consistently meet or exceed targets.
• Documentation remains current and accessible.
• Process improvements and automation initiatives result in measurable efficiency gains.
• New programs and clients transition smoothly into ongoing operational support.