Senior Order Management & Customer Experience Lead

Smardt Inc.; Avondale (AZ); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health and Dental Benefits from day 1

401K matching program

Collaborative global environment

Job summary

Smardt is seeking a Senior Supervisor to own the order management lifecycle for Chiller and Smardt Air lines, overseeing order entry, status, and delivery while ensuring a high-quality customer experience across the entire process.

The role requires 5+ years in customer service, order management, or logistics, with ERP proficiency and a track record in documentation and performance metrics in a high-volume setting.

Qualifications

• 5+ years of experience in customer service, order management, or logistics coordination, ideally within HVAC, industrial equipment, or capital equipment manufacturing.
• Demonstrated ability to own a process or account portfolio end to end with minimal supervision, including setting priorities across competing demands and knowing when to elevate.
• 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.
• Demonstrated customer-facing experience.
• Ability to balance competing priorities across two product lines in a fast-paced, scaling environment.

Responsibilities

• Own the customer service and order management function end to end across both business lines, setting daily priorities and sequencing competing demands without day-to-day direction.
• Define and publish the service standards the function operates to, including response times, acknowledgment turnaround, proactive status communication, and escalation paths.
• Maintain desk procedures and training materials to a standard that allows coverage during absence and a clean handoff as the function grows.
• Recommend the timing, scope, and structure of future headcount, and define the role scope and training plan for coordinators added as volume grows.
• Own the accuracy and integrity of order entry across the ERP/order management system: customer orders, change orders, including pricing, specifications, terms, and revenue-relevant fields.
• Serve as the escalation point for complex, high-value, or non-standard orders, and approve exceptions within delegated authority; route pricing, terms, and credit exceptions beyond that threshold to the appropriate approver.
• Establish and enforce order entry standards, audit routines, and quality checks; investigate root causes of entry and acknowledgment errors and implement corrections.
• Support Sales and Applications Engineering on expedited quotation turnaround and order acknowledgment documentation, managing capacity against quote and order deadlines and flagging when demand exceeds it.
• Partner with Manufacturing, Planning, and Production to validate lead times, schedule changes, and delivery dates before they are committed to customers; represent the order book in production and scheduling reviews.
• Own the expedite process: monitor orders through the production cycle, flag delays and exceptions to Sales and Operations leadership early, and drive recovery plans.
• Ensure order related documentation and paperwork are complete and issued on time in coordination with manufacturing team.
• Own the end-to-end customer experience across the order lifecycle, from acknowledgment through start-up and job close.
• Handle escalated customer inquiries and complaints personally, own the response through to closure, and drive the corrective actions that keep the issue from recurring.
• Host customers at the factory for order reviews, witness testing, and facility tours in coordination with Sales, Applications Engineering, and Manufacturing.
• Collect and act on voice-of-the-customer input; capture recurring friction points from visits and escalations and translate them into process changes.
• Track and report customer satisfaction and service-level performance, and lead account reviews with Sales for key customers.
• Act as the primary interface between the MBU and CBU organizations on order status and commitments; represent Customer Service in cross-functional forums including S&OP and production planning.
• Partner with Sales, Applications Engineering, Manufacturing, and Finance/Credit to resolve order, invoicing, shipping discrepancy, and accounting issues.
• Produce and distribute order status, backlog, on-time delivery, and open-issue reporting for Sales and leadership; provide input into forecast and capacity discussions.
• Own and maintain SOPs, work instructions, and system documentation for order(change) process, quoting, and visit workflows.
• Lead the onboarding of the Smardt Air order-to-delivery process, in partnership with the business line leadership.
• Identify, prioritize, and implement process and system improvements that reduce cycle time and manual effort as order volume grows; act as the function’s ERP/CRM business owner for enhancement requests, testing, and rollout.
• Define and track the function’s performance measures and drive improvement against them.

Skills

Customer service

Order management

Supply chain coordination

Attention to detail

Verbal & written communication

Problem solving

Education

Associate’s or Bachelor’s degree in business, supply chain, or related field

Tools

ERP systems (SAP, Oracle, NetSuite)

Job description

Smardt is seeking a Senior Supervisor to own the order management lifecycle for Chiller and Smardt Air lines, overseeing order entry, status, and delivery while ensuring a high-quality customer experience across the entire process.

The role requires 5+ years in customer service, order management, or logistics, with ERP proficiency and a track record in documentation and performance metrics in a high-volume setting.