Supervisor Order Management

Advanced Drainage Systems is a leading manufacturer of stormwater and onsite septic wastewater solutions, committed to sustainability and innovation. With a vast manufacturing and distribution network, we deliver high-quality products across multiple industries while recycling over half a billion pounds of plastic annually. At ADS, we foster a culture where diverse perspectives drive better ideas, ensuring every employee feels valued, heard, and empowered to make an impact.

Summary: The Supervisor, Order Management is responsible for leading and mentoring teams in the Order Management group to ensure accurate, on-time order execution and exceptional customer experience. This leader balances workloads across pods / regions, drives accountability through metric and structured performance reviews, and collaborates cross functionally to meet business objectives. The Supervisor sets the example, fosters a positive, inclusive culture, and continuously improves processes, systems, and skills to meet or exceed performance standards.

The responsibilities of this position include, but are not limited to:

• Supervise, coach, and prioritize daily work of CSRs; ensure the right work is done at the right time.
• Balance team capacity and workload across pods/regions; communicate frequently within function to align staffing with demand.
• Drive accountability through timely feedback, published standards, and performance reviews; address performance gaps as needed.
• Hire, onboard, train, and mentor team members; build diversity in talent development and a strong bench of future leaders.
• Ensure consistent adherence to standard operating procedures (SOPs) and business rules; share best practices across teams.
• Identify and implement process improvements to increase productivity, order accuracy, and reduce turnaround time.
• Collaborate with cross-functional leaders to make informed trade-offs and meet service-level targets.
• Monitor assigned queue health and manage customer interactions to ensure service quality.
• Plan workloads, allocate tasks, set goals, and track progress for direct reports; maintain engagement and positive team culture.
• Participate in hiring decisions, disciplinary actions, and, when required, termination in alignment with company policies.
• Perform special projects and other duties as assigned.

This Position Should Possess The Following Skills/knowledge

• Demonstrated people leadership, coaching, and development skills, including remote/distributed teams.
• Strong critical thinking and problem-solving skills with the ability to adapt to changing priorities, analyze complex situations, identify root causes, and develop effective solutions.
• Strong communication, collaboration, listening, and conflict resolution skills; able to influence across the organization.
• Project/performance management and organizational skills; data-driven decision making.
• Proficiency with order management and CRM systems (Oracle, Esker, Salesforce; C3, Maverick dashboards).
• Intermediate computer skills (MS Office) and data analysis.
• Work Hours:
  
  Flexibility to work beyond 40 hours per week when business needs require.
• Travel:
  Up to 10% travel as required for business.

• 2+ years managing others in a customer/order management environment.
• Bachelor’s degree preferred;
  Associate’s degree and/or equivalent experience.
• Demonstrated aptitude and desire to lead people and improve processes.

• On-time in-full (OTIF) and order accuracy.
• Customer satisfaction and issue resolution.
• Queue health and turnaround time across assigned team (order entry, email/phone inquiries, credit resolution).
• Attendance, engagement, and teamwork.
• Process adherence (SOPs, business rules) and continuous improvement.

• Product & Customer: ADS product portfolio; regional customer history/business context; regional product knowledge.
• Systems: KPI dashboard tools and workforce scheduling; CSR tools (Oracle, Esker, Salesforce, C3, Maverick).
• Processes: business rules; end-to-end order management and sale-to-order processes.

• Primary functions require sufficient physical…