Operations Supervisor - 2nd Shift Distribution

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

 

Team Leadership & Development

• Lead, coach, and develop a high-performing Order Support team, providing regular feedback, performance evaluations, and career development opportunities.

• Foster a culture of accountability, continuous learning, and collaboration.

• Ensure new team members are effectively onboarded and trained across all relevant systems and processes.

Operational Oversight & Issue Resolution

• Oversee daily operations of order management and client communications to ensure accuracy, timeliness, and compliance with service level agreements (SLAs).

• Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.

• Serve as the point of escalation for complex client or customer issues and ensure timely resolution.

Process Improvement & Efficiency

• Partner with leadership to identify, recommend, and implement process improvements that enhance productivity, quality, and client satisfaction.

• Utilize metrics and KPIs to monitor team performance, drive operational improvements, and report progress to senior leadership.

• Lead initiatives to document, standardize, and optimize workflows, including SOPs and work instructions.

Cross-Functional Collaboration

• Act as a liaison between Order Management/Customer Service and cross-functional teams including Supply Chain, Warehouse Operations, Finance, and Client Services to support seamless client onboarding and daily execution/escalations.

• Participate in strategic planning and special projects to support departmental and organizational goals.

Client Relationship Management

• Ensure a positive client experience through consistent service delivery, proactive communication, and timely issue resolution.

• Represent Order Management in client calls or meetings as needed to address operational updates or performance discussions.

Compliance, Quality, and Risk Mitigation

• Maintain adherence to internal controls, data accuracy standards, and regulatory compliance related to order processing and client communications.

• Monitor system and process integrity, ensuring pricing, credits, and order entry are executed without errors or delays.

Diversity, Equity, and Inclusion

• Model inclusive behaviors and create an equitable environment where all team members feel valued and empowered.

• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. 

Additional Responsibilities

• Support hands-on execution of operational tasks during peak periods or resource gaps.

• All other duties as assigned

 

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

 

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

 

• Execute the goals established by the business and department to ensure client delight. 

• Effectively delegate tasks, responsibility, and accountability to teams to ensure execution is performed to a standard of excellence. 

• Lead their team and improve the quality of the departments work product. 

• Assess and determine appropriate personnel and structure to accomplish necessary day-to-day functions. 

• Interview, select, and supervise the activities of the department staff within the confines of stated business goals and company policies & procedures. 

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

 

An individual in this position must be able to successfully perform the expectations listed above.