The Order Entry (OE) Supervisor leads and oversees the strategic and day-to-day oversight of the Order Entry department. This position provides direct guidance to Order Entry staff, ensuring operational efficiency and the consistent achievement of departmental objectives. Recruit, develop, and empower a high-performing order entry team dedicated to exceeding stakeholder expectations across all touchpoints, prioritizing quality and other departmental standards. Drive operational excellence by ensuring departmental procedures align with organizational standards and are executed with efficiency, accuracy, and timeliness. Leverage metrics and performance data to continuously optimize service delivery and achieve departmental goals. The OE Supervisor maintains proactive communication with internal departments and external clients to address all Order Entry-related needs. Additionally, this role oversees the coordination and performance of third-party vendors involved in Order Entry and Certificate of Insurance (COI) management. The ideal candidate champions a culture of proactive problem-solving, accountability, and continuous improvement to elevate customers’ satisfaction and event success. Success in this role requires strong leadership, organizational, and administrative management capabilities, along with exceptional communication and customer service skills.
Responsibilities:
- Provide daily leadership and supervision of the Order Entry team, including scheduling, performance monitoring, coaching, and professional development to ensure high service standards.
- Design and implement optimized staffing schedules to ensure peak period coverage, manage time-off requests, and address resource conflicts or gaps.
- Lead recruitment, interviewing, and onboarding to hire qualified professionals aligned with organizational values and expectations.
- Ensure team members are trained on current policies and procedures and maintain up-to-date reference materials.
- Conduct monthly one-on-ones and regular performance evaluations to monitor progress, recognize achievements, and support improvement.
- Oversee case assignments and workloads; step in as needed to maintain service levels and provide coverage.
- Uphold professional standards in appearance and conduct consistent with the GES brand.
- Provide targeted coaching and supplemental training in response to feedback or service issues to drive continuous improvement.
- Serve as a liaison between Exhibitor Success Central, city offices, Client Service Managers (CSMs), and other internal stakeholders to resolve exhibitor inquiries, escalations, and follow-ups.
- Develop strategies to resolve complex exhibitor concerns and ensure client satisfaction in collaboration with city teams.
- Collaborate cross-functionally with departments such as Operations, IT, and Client Services to resolve operational challenges and improve efficiency.
- Participate in departmental meetings, interdepartmental initiatives, and company-wide communications to align goals and share best practices.
- Support Client Service Managers with administrative and operational tasks, including coordination with show management, exhibitors, venue staff, and production teams.
- Oversee multiple Salesforce show queues, ensuring case management and campaign execution meet departmental standards.
- Monitor shared inboxes and approve professionally written email templates to maintain consistent client communication.
- Delegate and reassign tasks during staff absences to maintain continuity.
- Review and approve timecards, ensuring accurate tracking and project coding.
- Conduct daily audits on orders to ensure team alignment and usage compliance.
- Perform additional duties as assigned to support departmental and company objectives.
Qualifications:
- Communication Excellence – Demonstrates a strong track record of proactive, clear, and effective communication across diverse departments and stakeholder groups. Possesses outstanding written and verbal communication skills, fostering collaboration, transparency, and alignment to enhance productivity and efficiency.
- Meticulous Attention to Detail – Ensures the highest quality of deliverables through careful review and precision, consistently monitoring work produced by both internal teams and third-party vendors to uphold organizational standards and client expectations.
- Organizational Skills – Demonstrated ability to efficiently manage multiple tasks, contacts, and priorities across multiple systems.
- Dependability & Accountability – Builds trust with colleagues and clients by setting clear expectations, meeting deadlines, and consistently delivering high-quality results. Demonstrates a strong commitment to doing things right the first time and maintaining reliability in all aspects of work.
- Integrity & Professional Ethics – Upholds the highest standards of honesty, professionalism, and ethical conduct. Represents both self and the organization with pride, fostering a respectful, transparent, and inclusive work environment built on trust and open dialogue.
- Collaborative and Independent Problem Solving – Thrives in both team-oriented and independent work environments. Effectively shares and receives feedback, makes confident decisions, and identifies innovative solutions to enhance customer experience. Demonstrates agility in both individual problem-solving and collaborative efforts to deliver successful outcomes.
- De-escalation Skills - Demonstrates exceptional conflict resolution and de-escalation skills by utilizing active listening, empathy, and clear communication to understand concerns, defuse tension, and provide appropriate solutions that align with company policies while preserving customer relationships. Consistently turns challenging interactions into positive outcomes, reinforcing trust and customer satisfaction.
- Customer Service Experience – 2+ years in a customer service and/or administrative role where you have learned to proactively address the concerns of both internal and external customers, answering questions and assisting them with their needs. Always be looking for ways to elevate the customer experience.
- Expertise – Practical, in-depth understanding of GES products, services and systems. Be capable of applying and educating others on that knowledge effectively.
- Initiative – Take ownership of assignments and follow through all tasks to successful completion.
- Long periods of sitting – Required to be at computer to do work. Frequent use of repetitive motions such as keying, typing, and handling documents.
- Travel – May require traveling to show site to work a show on-site and/or attend in-person meetings.
Our team members are our family, so we help our team members care for their families. The rewards of joining GES are extensive. We offer a comprehensive benefits package to all full-time employees. Here are some of the highlights:
- Competitive salaries
- 401K with company match
- Healthcare/vision/dental insurance
- Wellness benefits
- Career development program
- Employee assistance program
- Vacation time
- Community involvement opportunities
- Team activities
And much more……
Originally posted on Himalayas
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