Customer Service Supervisor

Job SummaryThe Customer Service Supervisor is a hands‑on operational role responsible for supporting customer order processing, backlog management, on time delivery, and accurate customer communication for Oil & Gas customers. This role works closely with Manufacturing, Supply Chain, and Finance to ensure orders are processed, billed, and invoiced accurately and on time. The Supervisor shares workload with the Customer Service Officer, provides escalation support, and ensures organized planning and execution within Oracle Fusion ERP. Reports to the Senior Director of GRC.Essential Duties & TasksMonitor and manage daily backlog to ensure orders progress through fulfillment stages.Coordinate with Manufacturing and Supply Chain to confirm production dates, material availability, and shipment schedules.Provide accurate lead‑time updates and proactively communicate delays to customers.Ensure all shipped orders are billed and invoiced in Oracle Fusion before or on month‑end close.Support order entry, order changes, and account adjustments directly in Oracle Fusion.Handle customer inquiries, billing questions, and delivery status requests.Share workload with the Customer Service Officer and provide hands‑on operational support.Track on‑time delivery performance and escalate risks promptly.Maintain accurate customer records and documentation.Prepare weekly reports on backlog, delivery performance, lead‑time accuracy, and month‑end readiness.Identify recurring issues and recommend process improvements.Collaborate with internal teams to resolve order‑related issues and ensure customer commitments align with operational capabilities.Tools & TechnologyOracle Fusion ERP (order processing, billing, invoicing, adjustments, tracking)MS Dynamics CRM or similar customer management platformsKnowledge, Skills & Abilities (KSAs)KnowledgeManufacturing or Oil & Gas customer service operationsOrder processing, backlog management, and delivery coordinationBilling and invoicing workflowsERP systems (Oracle Fusion preferred)SkillsStrong communication and customer‑facing skillsData analysis and trend identificationProblem‑solving and issue resolutionPlanning, organization, and prioritizationCross‑functional coordinationAbilitiesHigh attention to detailAbility to manage multiple priorities in a fast‑paced environmentAbility to maintain accurate records and documentationAbility to work hands‑on and support daily operational tasksAbility to escalate issues promptly and professionallyWork ContextFast‑paced manufacturing and Oil & Gas environmentFrequent coordination with Manufacturing, Supply Chain, Sales, and FinanceDaily use of Oracle Fusion ERP and CRM systemsRequires early‑morning meetings or cross‑time‑zone communicationHands‑on operational role, not purely supervisoryHigh accountability for backlog accuracy, on‑time delivery, and month‑end billing completionKPIs & ReportingTrack and report key KPIs including backlog accuracy, on time delivery, lead‑time performance, and customer response times.Ensure 100% of shipped orders are billed and invoiced in Oracle Fusion before or on month‑end close to support accurate financial reporting.Experience, Education & QualificationsEducation: Bachelor’s degree in business, Supply Chain, or related field.5+ years of customer service experience, preferably in manufacturing or Oil & Gas3+ years in a senior, lead, or supervisory role with hands‑on operational responsibilitiesProficiency in Oracle Fusion ERP (required)Strong organizational, planning, and prioritization skillsExcellent communication and customer service skillsAbility to analyze data and recommend process improvementsExperience with MS Dynamics CRM or similar platforms