Order Entry Supervisor

Company Name:
Sign-Zone, Inc.
Do you like to work hard while having fun? If so, this may be just the career for you.
Sign-Zone, Inc. has an exciting opportunity for the right individual - Order Entry Supervisor.
Sign-Zone, Inc., headquartered in Ramsey, MN, is privately held, and is a domestic manufacturer and supplier of visual communication, event and display merchandise. Our products are marketed through a diversified portfolio of brands you may know, including Showdown Displays and Creative Banner Assemblies.
We were named a Minnesota best-employer and are consistently listed to Inc. Magazine's 5000 fastest growing companies. Most recently we were named as the "2013 Manufacturer of the Year: Midsize" by Minnesota Business Magazine. We own and operate several environmentally and socially responsible manufacturing facilities in Minnesota and complement those domestic capabilities with global sourcing operations.
We live out our core values: Passion for Excellence, Accountability, Respect, Innovation, Teamwork and Integrity. We believe in providing growth opportunities while sharing financial success with our team members and our community.
For prospective team members that possess those values, are passionate about what they do and want to truly make a difference, joining our company can be a life-changing opportunity.
Job Summary: The main aim of the Order Entry Supervisor is to personally provide and manage the Order Entry team employees to provide legendary customer service to customers. The Order Entry Supervisor oversees and provides direction and feedback to Order Entry employees in a contact center environment. The Order Entry Supervisor will also be responsible for developing and communicating proper procedures for order processing and customer follow-up to the Order Entry team, and for providing feedback regarding Order Entry employee performance to management staff. The Order Entry Supervisor will work closely with the Customer Care Supervisor to ensure that as a team, our customer's needs are being met.
Essential Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manage the Order Entry Team
Motivate the team
Provide consistent performance related feedback to team members
Provide recognition to team members
Ensure that daily, weekly, and monthly metrics are maintained
Solve and investigate customers complex problems
Ensure that we are providing timely follow-up with customers that owes us information to complete their order
Provide help to customers on use and applications of our products
Maintain a thorough understanding of products and serve as "go-to" person for the team on product questions
Handle employee performance issues
Ensure operating procedures are followed
Communicate solutions, successes and opportunities to management
Create and deliver performance appraisals
Interview and hire new team members
Train team members
Gather and analyze data to identify individual and team performance metrics and achievement
Communicate courteously with customers by telephone, email, and letter
Keep accurate records of discussions or correspondence with customers
Produce written information for customers, often involving use of computer packages/software
Develop feedback or complaint procedures for customers to use
Develop Order Entry policies and procedures that are consistent across brands
Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by Order Entry employees
Provide feedback to management regarding Order Entry employee performance
Facilitate issue resolution by researching issues and directly responding to customers, supervisors, Inside Sales or Support teams and management
Ensure adequate coverage is achieved throughout the day
Participate in meetings and decisions regarding incentives, process improvements and training related to Order Entry and team development
Provide problem solving and call escalation assistance to a team of Order Entry employees
Work closely with team members to achieve service level objectives and organizational compliance
Provide accurate resolution to inquiries, concerns, and potential complaints with a focus on member retention
Continuously strive to improve team member performance and customer satisfaction
Act as the authority for hiring, discipline and termination of employment
Act as the authority for payroll actions
All other duties as assigned by supervisor
Skills/Experience Required
College Degree required or equivalent in experience plus at least 5 years of customer service experience
Successful passing of all Subject Matter Expert (SME) tests
4+ years of management experience
Must be customer focused and enjoy talking on the telephone and assisting customers and team members in difficult or demanding situations
Must be able to work in a team environment, anticipate needs, and exceed customer expectations
Exceptional analytical skills, accurate keyboarding, and strong verbal and written communication skills are essential
Demonstration of a positive approach towards team building/support is essential
Must enjoy a fast-paced and demanding environment

Physical Demands and Work Environment:
While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level.
Necessary Attributes:
Must possess our Core Values: Passion for Excellent, Accountability, Respect, Innovation, Teamwork and Integrity

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