Senior Order Management & Customer Experience Lead

Smardt Chiller Group; Avondale (AZ); Sur place; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health and Dental Benefits from day 1

401K matching

Growth opportunities

Résumé du poste

Smardt Chiller Group is seeking a Senior Supervisor to own the customer service and order management lifecycle for both Chiller and Smardt Air lines from order entry to delivery and close. You will set standards, maintain SOPs, and lead cross-functional coordination with Sales, Applications Engineering, and Manufacturing to ensure on-time delivery and a high-quality customer experience.

You will manage complex orders, drive process improvements, and plan headcount as volume grows, while serving

Qualifications

• Associate’s or Bachelor’s degree in business, supply chain, or a related field preferred; equivalent experience considered.
• 5+ years of experience in customer service, order management, or logistics coordination, ideally within HVAC, industrial equipment, or capital equipment manufacturing.
• Proficiency with ERP/order management systems (e.g., SAP, Oracle, NetSuite, or similar)
• Demonstrated ownership of process documentation and performance metrics in a high-volume, deadline-driven order environment.
• Strong attention to detail and sound judgment under schedule pressure.
• Excellent verbal and written communication skills, including the ability to communicate schedule risk credibly to customers and to leadership.

Responsabilités

• Own the end-to-end customer service and order management function across both business lines.
• Define and publish service standards, including response times and escalation paths.
• Maintain SOPs and training materials to ensure coverage during absences and smooth handoffs.
• Recommend future headcount and training plans for coordinators as volume grows.
• Own accuracy of order entry in the ERP system and manage complex orders within delegated authority.
• Monitor the expedite process and drive recovery plans when delays occur.
• Collaborate with Manufacturing, Planning, and Sales to ensure accurate lead times and delivery dates.

Connaissances

Project management

Cross-functional collaboration

Attention to detail

Customer-facing communication

Formation

Associate’s or Bachelor’s degree in business or supply chain

Outils

SAP

Oracle

NetSuite

Description du poste

Smardt Chiller Group is seeking a Senior Supervisor to own the customer service and order management lifecycle for both Chiller and Smardt Air lines from order entry to delivery and close. You will set standards, maintain SOPs, and lead cross-functional coordination with Sales, Applications Engineering, and Manufacturing to ensure on-time delivery and a high-quality customer experience.

You will manage complex orders, drive process improvements, and plan headcount as volume grows, while serving