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.

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  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.

• 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.

• 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.

• 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.

• Own the end-to-end customer experience across the order lifecycle, from acknowledgment…