Job Summary
The Order Fulfillment Supervisor oversees the team responsible for the order-to-invoice process, ensuring accuracy, compliance, and efficiency across order entry, validation, backlog monitoring, shipping coordination, and billing support. This role provides leadership, guidance, and strategic direction to Order Fulfillment Specialists and related staff, driving operational excellence, customer satisfaction, and continuous process improvement. The Supervisor acts as the primary liaison between Sales, Finance, Logistics, and IT teams to resolve escalated issues and optimize workflows.
Essential Duties and Responsibilities
· Supervise and mentor Order Fulfillment Specialists, providing training, coaching, and performance evaluations.
· Allocate workload, set priorities, and ensure deadlines are consistently met.
· Foster a collaborative, customer-focused team culture.
· Oversee the order-to-invoice cycle, ensuring compliance with company policies and external regulations.
· Monitor backlog, order accuracy, and fulfillment timelines; escalate issues as needed.
· Ensure proper documentation for contract accounting, auditing, and reporting purposes.
· Partner with Sales, Finance, and Logistics to resolve escalated discrepancies, delays, or fulfillment challenges.
· Collaborate with ERP/CRM teams to address system limitations and implement automation solutions.
· Maintain strong relationships with warehouse and shipping teams to ensure smooth delivery operations.
· Review and approve monthly reports on order accuracy, processing times, backlog, and customer satisfaction metrics.
· Provide insights to senior management on trends, risks, and opportunities for improvement.
· Support billing and finance teams during month-end, quarterly, and annual closings.
· Lead initiatives to streamline order management processes, reduce manual work, and enhance efficiency.
· Conduct root cause analyses of recurring issues and implement corrective actions.
· Champion adoption of new tools, technologies, and best practices.
Qualifications, Education, and Experience
· Bachelor’s degree in Business Administration, Supply Chain, Logistics, or related field.
· 5+ years of experience in order-to-cash operations, with at least 2 years in a supervisory or managerial role.
· Strong knowledge of logistics, fulfillment, and financial processes.
· Experience in Shared Service Center or outsourced environments preferred.
· Proven ability to manage teams in fast-paced, high-volume settings.
Technical Skills·
Proficiency in ERP/CRM systems (SAP, Oracle, SFDC, iScala).
· Advanced Microsoft Excel skills (pivot tables, VLOOKUP, formulas, automation).
· Familiarity with database design, reporting tools, and process automation.
· Strong Microsoft Office skills (Word, Outlook, PowerPoint).
Language Skills
· Proficiency in English (required).
· Desired competency in Spanish or French.
· Excellent communication skills, both written and verbal.
Leadership & Management
· Strong interpersonal and organizational skills.
· Ability to lead, motivate, and develop high-performing teams.
· Customer service orientation with a proactive, problem-solving mindset.
· Skilled in conflict resolution, decision-making, and driving results under pressure.
HIRING SALARY RANGE: (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.