Ordering Supervisor

Ordering Supervisor - WidePoint Integrated Solutions Corp. - Columbus, OH

WidePoint Corporation (WYY) is a leading provider of wireless mobility management and cybersecurity solutions. We offer secure, cloud-based, enterprise-wide information technology-based solutions that enable enterprises and government agencies to deploy fully compliant IT services in accordance with government-mandated regulations and advanced system requirements.

We are looking for a highly motivated Ordering Supervisor located in Columbus, OH that can operate in a fast-paced and demanding start-up like environment of a micro-cap publicly-traded company.

Position Summary

The Ordering Supervisor leads and oversees a team of Ordering Coordinators who accurately and efficiently enter client orders into designated carrier portals. The position ensures orders are processed within contracted Service Level Agreements (SLAs) while maintaining established accuracy, productivity, and quality standards.

The Ordering Supervisor provides day-to-day leadership, workload coordination, performance oversight, and coaching to ensure the team consistently meets client requirements and operational objectives. This role monitors order volumes, workflows, and SLA performance; identifies and resolves processing issues; and works cross-functionally to address exceptions, improve processes, and maintain a high level of service.

The Ordering Supervisor also serves as a primary point of escalation for ordering-related issues and ensures the team has the processes, resources, training, and support necessary to meet client commitments.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Team Leadership and Administration

o Provide day-to-day leadership, guidance, and oversight to Ordering Coordinators and other direct reports.

o Create, manage, and adjust the Ordering team schedule to ensure adequate staffing and coverage to meet client and operational requirements.

o Manage employee timesheets and paid time off (PTO) requests for the Ordering team.

o Supervise the Ordering team to maximize productivity and efficiency while operating within established department budgets and performance objectives.

o Assist with implementing and enforcing company and department policies, including schedule adherence and attendance standards.

o Establish and maintain an organized, professional, and well-organized work environment that supports employee productivity and service excellence.

• Ordering Operations and Workload Management

o Allocate client assignments, workloads, and projects across the team to keep workloads balanced and ensure timely completion of client requirements.

o Monitor order activity and workflows to ensure orders are accurately entered into designated carrier portals and progress through the ordering process within required timeframes.

o Review open orders across all clients to identify potential delays, processing issues, incorrect order statuses, or other conditions that could affect SLA performance.

o Monitor team workload and order volumes to identify operational issues, resource constraints, and potential processing delays.

o Oversee device refreshes and special projects to verify all required devices are ordered, accurately tracked, and completed within fixed timelines.

• SLA, Quality, and Performance Management

o Ensure the Ordering team meets or exceeds contracted client SLAs, service requirements, and performance expectations.

o Track Logistics SLAs and related performance metrics to ensure orders are submitted, processed, and delivered within required timeframes and in accordance with client expectations.

o Monitor team productivity, quality, and SLA performance; identify operational issues; and implement or recommend corrective actions, as appropriate.

o Recognize recurring ordering issues, exceptions, or workflow inefficiencies and recommend process improvements to improve accuracy, timeliness, and service quality.

• Procedures, Training, and Process Support

o Create and maintain standard operating procedures (SOPs), support documentation, and training materials for the Ordering team.

o Hire, train, coach, and develop employees by providing clear direction, establishing performance expectations, and providing ongoing training, feedback, and support.

o Ensure Ordering personnel understand and follow established ordering procedures, client-specific requirements, and applicable carrier processes.

• Systems, Reporting, and Carrier Integrations

o Assist with configuring and maintaining Intelligent Technology Management System (ITMS) settings, including updating Ordering Instructions, configuring automated emails, and creating reports.

o Collaborate with Project Managers to manage carrier integrations in support of efficient and accurate order processing.

o Assist the Implementations team with configuring ordering and related support processes for new client implementations.

• Cross-Functional and Client Support

o Collaborate with the Logistics Director, department leads, and other supervisors to coordinate priorities, resolve issues, and maintain efficient order fulfillment.

o Represent the Ordering function in internal and external meetings by providing operational updates, addressing issues, and communicating client and department requirements.

o Serve as an escalation point for ordering-related operational issues and coordinate resolution with appropriate internal departments and stakeholders.

o Travel occasionally, as needed, to support customers, projects, implementations, training, and other WidePoint business requirements.

• Perform other related duties, projects, and responsibilities as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

The minimum qualifications include:

• Education and Experience

o High school diploma or equivalent required.

o Customer service and management or supervisory experience preferred.

• Technical Knowledge and Skills

o Proficiency with Microsoft Office Suite.

o Excellent verbal and written communication skills.

o Strong organizational skills and attention to detail.

o Strong analytical, problem-solving, and decision-making skills.

• Management and Interpersonal Skills

o Ability to effectively manage multiple employees, projects, priorities, and processes simultaneously.

o Ability to collaborate effectively with team members, department leadership, and other internal and external stakeholders.

o Ability to provide clear direction, communicate expectations, and address operational and personnel issues effectively.

• Work and Security Requirements

o Ability to work effectively in a fast-paced, deadline-driven environment.

o Ability to maintain confidentiality and appropriately handle sensitive client and company information.

o Ability to successfully obtain and maintain required security clearances.

Supervisory Responsibilities

The Ordering Supervisor directly supervises Ordering Coordinators and other assigned personnel. Supervisory responsibilities include:

• Staffing and Workforce Management: Support the recruitment, selection, hiring, onboarding, scheduling, and staffing of the Ordering team to maintain appropriate resources and operational coverage.
• Employee Leadership and Development: Provide direction, coaching, training, feedback, and development to support employee performance, accountability, professional growth, and adherence to established expectations.
• Performance Management: Establish and evaluate performance expectations; recognize strong performance; and address performance, attendance, conduct, and disciplinary matters in accordance with company policies and procedures and in coordination with management and Human Resources, as appropriate.
• Supervisory Oversight: Promote a professional, collaborative work environment; ensure employees have the resources and support needed to perform their responsibilities; and serve as the first level of management escalation for employee-related matters.

Physical Demands and Work Environment

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods of sitting and working m a computer.
• Ability to lift and carry up to twenty-five (25) pounds occasionally.
• Ability to access all areas of the facility as needed to perform job responsibilities.

Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.