The Sales Support & Logistics Administration Supervisor is responsible for overseeing the daily operations of both teams, ensuring efficient order management, accurate order processing, timely invoicing, and a high standard of customer service.

This role requires strong leadership, proactive problem-solving, accountability, and effective cross-departmental coordination to maintain operational efficiency and achieve departmental objectives.

1. Team Leadership & Supervision

• Oversee daily team operations, ensuring effective workload distribution, prioritization, and productivity.
• Provide ongoing coaching, training, feedback, and performance management to team members.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Manage staffing, attendance, schedules, vacation coverage, and cross-training to maintain operational continuity.
• Identify performance gaps and implement corrective action plans when required.
• Foster a culture of accountability, teamwork, and continuous improvement.

2. Sales Support Operations (SST)

• Oversee proactive order management, including ship date updates, delivery bookings, payment follow-ups, and customer communication.
• Ensure customer inquiries, order management requests, and escalations are handled within established timelines.
• Support Key Account Managers (KAMs), Sales teams, and other departments with complex order-related issues.

3. Logistics Administration Operations (LA)

• Oversee daily order releases, invoicing, payment verification, and delivery-related exceptions.
• Monitor the Order Hold Dashboard (OHDB) and ensure exceptions are accurately investigated and resolved.
• When required, coordinate with Warehouse, Delivery, Finance, and Sales to resolve inventory discrepancies, payment issues, and order release challenges.

4. Operational Oversight & SLA Management

• Monitor daily dashboards, reports, and operational queues to ensure compliance with established SLAs and SOPs.
• Proactively identify backlogs, operational risks, and workload challenges, implementing action plans to maintain service levels.
• Participate in daily operational meetings, provide accurate updates, and ensure assigned action items are completed promptly.
• Escalate critical operational issues to the appropriate departments or management when required.
• Ensure consistent adherence to company policies, procedures, and internal controls.

5. Customer Experience & Escalation Management

• Support team members in resolving complex issues and escalations.  
• Ensure proactive customer communication, including timely callbacks and updates on outstanding issues.
• Collaborate with relevant departments to resolve customer-impacting issues and prevent recurring escalations.
• Promote a customer-focused approach while balancing operational priorities.

6. Process Improvement & Reporting

• Execute workflows as directed by the manager and monitor the productivity of assigned agents to minimize errors.
• Work with the manager to track and analyze key performance indicators, including SLA compliance, queue management, and invoicing timelines.
• Collaborate with the manager to implement process improvements based on operational trends and recurring challenges.
• Assist with testing system enhancements, process changes, and training initiatives related to D365, Zendesk, and other operational platforms.
• Provide regular updates to management on team performance, operational challenges, and improvement initiatives.