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Supervisor of Customer Order Management

2 months ago

Milford, Connecticut, United States Boston BioProducts Full time
Job Overview

Salary:
The Customer Operations Supervisor plays a crucial role in managing customer service and order fulfillment processes. This position is responsible for ensuring that the Customer Operations department functions efficiently, handling everything from customer inquiries to order processing and invoicing. The Supervisor will lead and mentor a team of customer operations specialists to achieve optimal performance.

Order Management Responsibilities:

  • Oversee daily activities of the order processing team, including order receipt, entry, shipment, and billing.
  • Provide training and support to team members to guarantee timely and precise order processing.
  • Review and authorize incoming orders for the customer operations team.
  • Communicate with customers regarding orders that have missing or incomplete information to facilitate order workflows.

CRM Responsibilities:

  • Ensure accurate addition and updates of new contacts in the CRM system.
  • Collaborate with marketing to maintain smooth CRM operations.

Customer Service Duties:

  • Monitor order fulfillment and provide customers with lead times.
  • Manage inbound phone inquiries and direct calls to appropriate team members.
  • Work with scientific and internal teams to address technical inquiries.
  • Engage with customers to ensure seamless order fulfillment and follow up on order-related questions.
  • Partner with Sales Operations to identify opportunities for upselling and cross-selling.

Educational Requirements:

  • Associate's degree or equivalent in a business-related field.

Experience Requirements:

  • 2-3 years of experience in a senior-level order processing or customer service role.
  • Previous experience in order processing, ideally within a fast-paced goods environment.
  • Experience in the manufacturing sector is preferred.
  • Background in the life sciences tools/services industry is advantageous but not mandatory.

Knowledge and Skills:

  • Familiarity with ERP systems (NetSuite preferred).
  • Experience with CRM systems (HubSpot preferred).
  • Strong attention to detail.
  • Excellent written and verbal communication skills.
  • Outstanding customer service abilities.

Physical Requirements:

  • Ability to stand for extended periods and lift up to 25 pounds.
  • Effective verbal and written communication skills.
  • Typing speed of at least 60 words per minute.
  • Visual acuity for tasks such as reading, writing, and analysis.