Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.
We are proud to be recognized:
Recognized among America's Best Midsize Employers by Forbes in 2021 and 2022
Recognized as one of Chicago's Best & Brightest Companies to Work For in 2022
Recognized as a Chicago Tribune Top Workplace 2022 and 2023
The Role
As the Order Entry Supervisor, you will oversee a team of five Order Entry Specialists, ensuring efficient operations and high-quality customer service. This role is responsible for staffing, training, and monitoring key performance indicators (KPIs) to drive team performance and long-term customer retention.
We currently operate in-office Monday-Thursday, with an optional remote day on Friday.
In This Role, You will…
Supervise daily operations for the order entry team, providing support to ensure team members meet their responsibilities and deliver exceptional customer service.
Lead, mentor, and develop the order entry team, fostering high levels of performance and motivation.
Conduct regular one-on-one development meetings with team members.
Promote a proactive, customer-centric culture, fostering accountability, teamwork, and continuous improvement.
Manage employee timecards in addition to standard HR responsibilities as a people leader.
Monitor, assign and re-assign workload in Salesforce CRM. Make recommendations to the Customer Experience Manager on staffing needs.
Measure team performance and productivity against established key performance indicators (KPIs).
Assess training needs for the Order Entry team and implement training programs as necessary.
Perform daily quality checks on entered orders, correcting errors, and coaching team members on recurring issues.
Conduct root cause analysis on routine order errors, recommending process or system changes to the Customer Experience Manager as needed.
Review the order hold report daily, ensuring timely release of orders from hold and collaborating with Order Entry and Customer Support Specialists to resolve issues.
Review and release order holds for orders over 20k.
Serve as backup when employees are out of office or queues are busy.
Act as the first level of escalation for customer issues, working to resolve concerns promptly.
Work closely with sourcing, operations, and customers to coordinate high priority orders to meet customer demand.
Participate in the hiring process for order entry team members. Including conducting interviews and providing informed hiring recommendations to support team growth.
What You Bring to the Team
Minimum 2-3 years in a supervisory Order Entry position.
Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service.
Experience monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.
Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.
Strong analytical and problem-solving skills to identify root causes of issues and implement effective solutions.
Commitment to prioritizing customers' needs and satisfaction in all decision-making and actions.
Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
Ability to adapt to changing priorities and business needs in a fast-paced environment.
Experience providing constructive feedback, coaching team members to improve performance, and supporting their professional growth and development.
Computer Skills: Extensive knowledge and use of NetSuite, Sales Force CRM, Microsoft Outlook, Microsoft Word, and Microsoft Excel
Ability to quickly learn company's product line and various policies.
Fellowes Brands - A Family Business Since 1917 For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a Brand on the Move and remain committed to finding new ways to help people work better and feel better.
Equal Employment Opportunity/M/F/disability/protected veteran status
Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.
