Job Overview
The Order Management Supervisor oversees and coordinates the activities of order management and customer service agents. This role is responsible for ensuring that every team member completes the required training and consistently meets performance goals. In addition to ensuring full adherence to policies and procedures, this role cultivates an inclusive and professional work environment that consistently delivers an exceptional customer experience. This role also supports continuous improvement by refining processes and encouraging better ways of working. This supervisor must be capable of managing their agents remotely.
Main Responsibilities
- Provides guidance to the team to maintain customer satisfaction through prompt and efficient resolution of issues and complaints.
- Conduct and document monthly 1:1 session with each team member to review conduct and performance, set clear KPIs and track their progress toward company goals.
- Ensure consistent communication within the team and escalate relevant matters to the Customer Service Manager in a timely manner.
- Ensure that exceptional customer service standards are consistently achieved and maintained.
- Supervises, coordinates, and assigns workloads.
- Develops, motivates, and supports team members to ensure they meet company expectations and performance standards.
- Reviews and implement continuous improvements to processes and procedures.
- Work within operational policies and procedures.
- Reports to the Customer Service Manager.
Minimum Qualifications:
- Diploma / Degree in Business or related field
- At least 6 years of order management and customer service operations experience with prior supervisory experience.
- Familiarity with enterprise systems and telecommunications platforms is required.
Preferred Qualifications:
- Demonstrated ability to effectively lead, evaluate, and develop a large team.
- Strong oral and written communication skills, high proficiency in the English language.
- Ability to work independently in a multi-division, fast-paced environment.
- Ability to multi-task and work well under pressure.
- Experience with Microsoft Office software (Excel, Word, PowerPoint, OneNote and Outlook)
- Attention to detail and excellent organizational and time management skills.
- Strong analytical skills, with the ability to interpret and analyze data, considered an added advantage.
