Order Management Supervisor

Reporting to the Manager or Director of Materials & Logistics, the Supervisor,
Order Management provides day-to-day operational supervision for order
management activities and the associate pick and pack team. The role supports
accurate and timely order fulfillment by coordinating daily workflows, resolving
routine and moderately complex order issues, and serving as a first-level
escalation point. The Supervisor ensures established processes, service levels,
and quality standards are consistently followed while supporting team
development through coaching and guidance.

This is an onsite role within our Irving, TX facility. The schedule is Monday - Thursday 6 am to 4:30pm. Please note that Friday availability will be temporarily required.

What will be my duties and responsibilities in this job?

• Provide day-to-day supervision and work direction for Order Management Specialists, Coordinators, and Customer Care Specialists across three shifts, ensuring workload is balanced, coverage is aligned to demand, and service levels are consistently met.
  
• Serve as the first-level escalation point for order management and fulfillment-related issues, resolving routine and moderately complex problems and escalating higher-risk issues as appropriate.
  
• Directly supervise of the dayshift Pick & Pack team, responsible for picking inventory from designated inventory locations, packing units into cartons, master packing orders, and staging completed shipments in alignment with orders released by Order Management.
  
• Coordinate daily priorities between Order Management and Pick & Pack operations, ensuring order releases are aligned with labor capacity, inventory availability, and customer service level agreements (SLAs).
  
• Monitor order flows from order creation through fulfillment, packing, and shipment to ensure accuracy, timeliness, and adherence to standard operating procedures and customer priorities.
  
• Ensure accurate execution of inventory movement activities, including picking, packing, and master packing, while maintaining inventory integrity and supporting cycle count and inventory control processes as required.
  
• Partner closely with Fulfillment, Inventory Control, Planning, and Customer Account Management to resolve order constraints, prioritize urgent customer needs, and drive smooth end-to-end execution.
  
• Track, analyze, and report performance metrics for both Order Management and Pick & Pack teams, including SLA attainment, order accuracy, productivity, quality, and backlog; identify trends and recommend continuous improvement opportunities.
  
• Provide coaching, training, and on-the-job guidance to both Order Management and Pick & Pack team members, reinforcing safety, quality, productivity, and customer-focused behaviors.
  
• Support consistent application of standard operating procedures across office and floor-based activities, ensuring compliance with safety requirements, quality standards, and internal controls.
  
• Utilize Oracle and related systems to review order status, inventory transactions, and exceptions, ensuring accurate system execution
  

• 5 -7 years of experience with order management and distribution activities
  
• Experience in inventory control, material management/movement of more than 5 years is desired
  
• MS Excel proficiency
  
• MS Word proficiency
  
• Excellent interpersonal and communication skills, both verbal and written
  
• Strong customer service background required, preferably in Supply Chain
  
• A wide and detailed understanding of the Order Fulfillment processes and procedures
  
• A wide and detailed understanding of inventory movements related to picking orders, packing orders, creating master cartons systemically and physically
  
• Excellent problem-solving abilities
  

• 3+ years of distribution (picking & packing inventory)
  
• 3+ years of leadership experience
  
• ERP experience required, Oracle preferred