Customer Experience Supervisor

Job Summary

This role is responsible for leading the day-to-day execution and process control of the internal sales and order management function, with a strong focus on order booking and the accurate and timely execution of customer orders.

The Supervisor takes full accountability for how orders are managed across the team, ensuring customer requirements are met while delivering against monthly revenue, order intake, and performance targets. This includes maintaining clear visibility of the order pipeline, monitoring performance, and ensuring reporting is accurate and up to date.

The role requires close coordination with internal sales teams, Finance, and other cross-functional partners, as well as engagement with end customers and authorised distributors to resolve issues, remove barriers, and keep operations running smoothly.

This is not a purely process-driven role — it requires someone who applies processes consistently but uses sound judgement to solve problems, take ownership, and ensure the team delivers against both customer expectations and business outcomes.

Owns the end-to-end order management process, ensuring accuracy, timeliness, and alignment with customer and business requirements.

Responsibilities

• Develop and continuously improve processes and procedures to enhance order tracking, increase efficiency, and remove waste from the system.
• Ensure effective implementation of policies and procedures to support accurate ERP reporting, backlog management, and revenue forecasting. Maintain strong oversight to ensure data integrity and reliable performance tracking.
• Ensure high levels of accuracy and quality across all order management activities, minimizing errors and preventing downstream impact on customers and revenue.
• Ensure processes are followed consistently while actively identifying gaps and challenging inefficiencies to improve execution.

Basic Qualifications

• Education: Grade 12 or equivalent is essential.
• A qualification in Engineering, Business, Finance, or a related field is advantageous.
• Equivalent practical experience in order management, operations, or internal sales will be strongly considered.
• Experience: Minimum of 5 years’ experience in internal sales, order management, or a similar operational role, preferably within a technical or industrial environment. Strong experience managing end-to-end order execution and working across cross-functional teams.
• Leadership Experience: At least 5 years’ experience in a supervisory role, with proven ability to drive team performance, ensure accountability, and lead through high-pressure periods (including month-end). Demonstrated experience in problem solving and removing operational barriers.

Travel & Work Arrangements/Requirements

Flexible working

Key Competencies

• Stakeholder Management: Strong ability to engage, influence, and align stakeholders at all levels, including internal teams, distributors, customers, and vendors, to drive effective execution and resolve issues.
• Systems & Tools: Strong working knowledge of Microsoft Office and ERP systems (SAP or Oracle essential; SYSPRO advantageous), with the ability to leverage systems for accurate order management, reporting, and decision-making.
• Operations Knowledge: Solid understanding of import and export processes, ensuring compliance while maintaining smooth and efficient execution.
• People Leadership: Proven experience in leading teams, driving performance, and ensuring accountability, with a hands-on approach to coaching, problem-solving, and delivery.
• Industry Experience: Experience in a manufacturing or industrial environment preferred, with the ability to operate effectively in a fast-paced, operationally complex setting.