Supervisor II, Dealer Order Management

Job Description

This position is responsible for supervising the Dealer Order Management and Parts team by providing operational support to the Ricoh Dealer Channel and Sales personnel. It involves identifying root causes of problems brought to the team by internal and external customers, ensuring issues are resolved to prevent future disputes, managing the Area/Region order pipeline to support revenue forecasting and analysis, and optimizing the flow of orders to invoice.

The role works with the Accounts Receivables team on collection issues and customer disputes requiring a high degree of account management. It is accountable for department policy and procedures, and is trained to handle job performance counseling. The supervisor manages all functions related to ensuring timely, accurate processing and invoicing of orders, swaps, warranty, damage claims, and lease administration while maintaining the highest quality and customer satisfaction.

• Staffs, manages, and motivates a team of 10 to 15 non‑exempt employees.
• Conducts team member performance appraisals with management approval.
• Tracks and records payroll for direct reports.
• Ensures team executes objectives using departmental plans, Individual Development Plans (IDP), and performance reviews.
• Supports and enforces department goals for accurate revenue and key performance indicators.
• Communicates and supports department policy and procedure.
• Assists team members in identifying the root cause of complex problems encountered by customers and communicates an action plan to senior leadership.
• Works with internal and external customers to ensure accurate and timely resolution of problems, billing, or order entry issues to prevent delinquent payments.
• Monitors and documents monthly activities and performance of the department, including service level and abandon rate.
• Coordinates development and training for the team.
• Develops strong working relationships with internal and external customers.
• Delivers clear and concise communication to internal partners, customers, and senior leadership.
• Manages the end‑to‑end process for Order Management and Parts.
• Accounts for the timely flow of orders through the pipeline to minimize cycle time while maximizing productivity and quality.
• Reinforces a One Team mindset by collaborating with internal partners which include:
  • Customer Engagement
  • Accounts Receivable
  • Sales
  • Dealer Services
  • Supply Chain
  • Technology Services
• Recommends and supports innovative procedures to improve productivity and efficiency while ensuring the highest level of quality.
• Monitors/reviews monthly activities and performance of the respective team.
• Participates in hiring, selecting, and developing a talented and diverse workforce.
• Ensures excellent customer service is consistently delivered to all internal and external customers.
• Facilitates professional meetings with internal and external customers with little or no supervision.
• Maintains efficient workflow by holding teammates accountable for quality and efficiency of their work.
• Completes reports and other paperwork accurately and timely.
• Performs other duties as assigned.

• Minimum of 3 years of business experience or minimum of 2 years of supervisory experience.

• Strongly prefer a 4‑year college degree; a business degree is preferred.
• Experience in a customer service/account resolution environment is considered an advantage.

• Effective communication with all levels of management, employees, and customers.
• Strong analytical skills.
• PC knowledge and experience, along with financial aptitude.
• Excellent customer service telephone skills and email etiquette.
• Ability to maintain strict confidentiality.
• Leadership skills and ability to work independently.
• Ability to review and understand general instructions – prepare, provide, and convey diversified information.
• Exceptional teamwork skills.
• Ability to handle challenging customer situations effectively.
• Superior oral and written communication skills in both positive and negative circumstances.
• Proficiency in MS Office Suite, including Excel, Word, and PowerPoint.
• Ability to motivate…