The Order Management Supervisor will develop and build an order management program that will focus on the timely, efficient, and accurate processing of all orders.  They will support in meeting all established service level agreements through proper forecasting, capacity review, and prioritization to allow for the planning needed to meet expectations.  This supervisor will work with their order processing team to review processes to plan orders in pool, build effective wave, and manage release based on both capacity and meeting service levels. This key role will partner with all dept managers to understand their current capacity and plan the flow of orders accordingly.  They will partner with management on priorities and communicate against any potential setbacks or delays.

Responsibilities: 

• Lead all aspects of day-to-day operations to ensure orders are processed in a timely, efficient, and accurate manner
• Oversee the order processing team to coordinate the build, wave, release and order flow against both capacity and communicate any potential delays
• Utilize WMS to automate and optimize warehouse departmental capacity restraints
• Communicate prioritization of orders, potential delays, and partner with management on new expected dates for completion
• Provide outstanding internal and external support, provide guidance and take action to drive resolution of issues or roadblocks
• Benchmark existing service levels (SLA’s); develop and implement improvements
• Manage and measure rejections rates to capture root cause and seek improvement
• Communicates root cause analysis for order delays to drive continuous improvements
• Introduce improvements to improve accuracy of processing / reporting and increase efficiencies.
• Participate in cross-functional projects that will help scale the business and streamline the operational process, including defining business requirements and user reports and interface
• Document processes and procedures and standard methodologies to facilitate training of new team members
• Effectively lead, train, mentor, and motivate direct reports to build a world-class Order Management team
• Supervise workload and adjust coverage to balance volume across team
• Partner with management and staffing agency to grow team for hiring needs, including sourcing and interviewing candidates
• Produce, track, and evaluate key performance indicators (KPIs) and metrics
• Benchmark existing service levels (SLA’s); develop and implement improvements
• Support month-end and quarter-end close activities, with ability to work non-standard hours
• Support ad-hoc assignments as required

Required skills and Experience:

• A bachelor’s degree in business management, sales and marketing or equivalent
• 5+ years of retail management experience, preferably with a specialty retailer
• Strong leader and developer of people
• Outstanding communication skills
• Outstanding analytical and observation skills
• Ability to travel up to 30% of the time to out of town locations
• Sound knowledge about sales and marketing strategies
• Creativity to think up new plans to increase the productivity of the store
• Experience in executing visual merchandising plans
• Experience in developing and managing detailed labor plans to maximize sales and profit
• Proven track record in achieving store sales goals and in leading a sales team
• Multi-Unit management experience preferred