Advanced Drainage Systems is a leading manufacturer of stormwater and onsite septic wastewater solutions, committed to sustainability and innovation. With a vast manufacturing and distribution network, we deliver high-quality products across multiple industries while recycling over half a billion pounds of plastic annually. At ADS, we foster a culture where diverse perspectives drive better ideas, ensuring every employee feels valued, heard, and empowered to make an impact.

Summary:

The Supervisor, Order Management is responsible for leading and mentoring teams in the Order Management group to ensure accurate, on-time order execution and exceptional customer experience. This leader balances workloads across pods / regions, drives accountability through metric and structured performance reviews, and collaborates cross functionally to meet business objectives. The Supervisor sets the example, fosters a positive, inclusive culture, and continuously improves processes, systems, and skills to meet or exceed performance standards.

Primary Job Responsibilities:

The responsibilities of this position include, but are not limited to:

• Supervise, coach, and prioritize daily work of CSRs; ensure the right work is done at the right
• Balance team capacity and workload across pods/regions; communicate frequently within function to align staffing with demand.
• Drive accountability through timely feedback, published standards, and performance reviews; address performance gaps as needed.
• Hire, onboard, train, and mentor team members; build diversity in talent development and a strong bench of future leaders.
• Ensure consistent adherence to standard operating procedures (SOPs) and business rules; share best practices across teams.
• Identify and implement process improvements to increase productivity, order accuracy, and reduce turnaround time.
• Collaborate with cross-functional leaders to make informed trade-offs and meet service-level
• Monitor assigned queue health and manage customer
• Plan workloads, allocate tasks, set goals, and track progress for direct reports; maintain engagement and positive team culture.
• Participate in hiring decisions, disciplinary actions, and, when required, termination in alignment with company policies.
• Perform special projects and other duties as

Job Skills:

This position should possess the following skills/knowledge:

• Demonstrated people leadership, coaching, and development skills, including remote/distributed
• Strong critical thinking and problem-solving skills with the ability to adapt to changing priorities, analyze complex situations, identify root causes, and develop effective solutions.
• Strong communication, collaboration, listening, and conflict resolution skills; able to influence across the
• Project/performance management and organizational skills; data-driven decision
• Proficiency with order management and CRM systems (Oracle, Esker, Salesforce; C3, Maverick dashboards).
• Intermediate computer skills (MS Office) and data analysis
• Work Hours: Flexibility to work beyond 40 hours per week when business needs are
• Travel: Up to 10% travel as required for business

Qualifications:

• 2+ years managing others in a customer /order management
• Bachelor’s degree preferred; Associate’s degree and/or equivalent experience
• Demonstrated aptitude and desire to lead people and improve

KPIs / Performance Metrics:

• On-time in-full (OTIF) and order
• Customer satisfaction and issue resolution
• Queue health and turnaround time across assigned team such as order entry, email/phone inquiries, and credit resolution.
• Attendance, engagement, and teamwork
• Process adherence (SOPs, business rules) and continuous improvement

Training Requirements:

• Product & Customer: ADS product portfolio; regional customer history/business context; regional product
• Systems: KPI dashboard tools and workforce scheduling; CSR tools (Oracle, Esker, Salesforce, C3, Maverick).
• Processes: business rules; end-to-end order management and sale-to-order

Physical Requirements:

• Primary functions require sufficient physical ability and mobility to work in an office or remote setting, operate office equipment (computer, keyboard, mouse), and verbally communicate to exchange

Health & Welfare Benefits: Medical and prescription drug plans, telemedicine (with medical plan), High-Deductible Health Plan (HDHP) and Health Savings Account (HSA), dental and vision plans, virtual physical therapy*, an employee assistance program (EAP)*, and voluntary accident, critical illness, and hospital indemnification programs.

 Financial Benefits: Retirement 401k program with company match, an employee stock purchase plan (voluntary), financial wellness planning*, paid parental leave*, flexible spending accounts (FSA) for child care and health care, short-term and long-term disability*, basic life insurance, accidental death and dismemberment (AD&D)*, adoption financial reimbursement*, tuition reimbursement*, voluntary life insurance (for employees, spouses, and children), and voluntary identity theft and fraud protection.

*100% paid by ADS.

Growth Opportunities & Global Presence: With a global network of approximately 70 manufacturing plants and 40 distribution centers, ADS offers extensive opportunities for career growth and development in various locations around the world.

Inclusive and Creative Work Culture: ADS fosters a culture of passion, innovation, and continuous improvement, empowering employees to shape industry-leading solutions. We value diverse perspectives, recognizing that they drive better ideas, processes, and performance. Our workplace is built on respect, inclusivity, and shared responsibility, ensuring every team member feels valued and contributes to our collective success.

Innovative & Sustainability Focused: Advanced Drainage Systems is one of the largest plastic recyclers in North America, ensuring over half a billion pounds of plastic is kept out of landfills every year.

Learn More: https://www.adspipe.com/about-us

ADS supports an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. ADS is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.