Supervisor, Customer Service & Order Management

As a global pioneer in oil-free centrifugal chiller technology with an expanding portfolio of thermal management solutions, Smardt is dedicated to delivering high-efficiency and energy-saving systems for industries, real estate developments, health care and educational centers worldwide. We operate manufacturing facilities in the US, Canada, Germany, China, and Australia, with a team of over 900 employees. With a focus on reliability, performance, and environmental stewardship, Smardt continues to redefine industry standards through advanced engineering and a commitment to a more sustainable future. What We're Looking For: The Supervisor, Customer Service & Order Management owns the customer order from receipt through delivery and job close for both the Chiller and Smardt Air business lines. This is a single-incumbent role: the Supervisor carries the order book personally while owning the standards, documentation, and workflows the process runs on. The position is the senior MBU-to-CBU point of contact for order entry, order status, and logistics, and the escalation point when commitments are at risk. It is also an outward-facing role: the Supervisor is accountable for the quality of the customer’s experience across the order lifecycle. As Smardt Air scales, the Supervisor is accountable for standing up its order-to-delivery process and integrating it with the established Chiller workflow without degrading service on either line. The role is expected to build the function to a standard that can absorb additional coordinators as volume justifies them, and to recommend when that point has been reached. What You'll Do: Function ownership and standards Own the customer service and order management function end to end across both business lines, setting daily priorities and sequencing competing demands without day-to-day direction. Define and publish the service standards the function operates to, including response times, acknowledgment turnaround, proactive status communication, and escalation paths. Maintain desk procedures and training materials to a standard that allows coverage during absence and a clean handoff as the function grows. Recommend the timing, scope, and structure of future headcount, and define the role scope and training plan for coordinators added as volume grows. Order management and accuracy Own the accuracy and integrity of order entry across the ERP/order management system: customer orders, change orders, including pricing, specifications, terms, and revenue-relevant fields. Serve as the escalation point for complex, high-value, or non-standard orders, and approve exceptions within delegated authority; route pricing, terms, and credit exceptions beyond that threshold to the appropriate approver. Establish and enforce order entry standards, audit routines, and quality checks; investigate root causes of entry and acknowledgment errors and implement corrections. Support Sales and Applications Engineering on expedited quotation turnaround and order acknowledgment documentation, managing capacity against quote and order deadlines and flagging when demand exceeds it. Delivery and fulfilment Partner with Manufacturing, Planning, and Production to validate lead times, schedule changes, and delivery dates before they are committed to customers; represent the order book in production and scheduling reviews. Own the expedite process: monitor orders through the production cycle, flag delays and exceptions to Sales and Operations leadership early, and drive recovery plans. Ensure order related documentation and paperwork are complete and issued on time in coordination with manufacturing team. Customer experience Own the end-to-end customer experience across the order lifecycle, from acknowledgment through start-up and job close. Handle escalated customer inquiries and complaints personally, own the response through to closure, and drive the corrective actions that keep the issue from recurring. Host customers at …

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