Team Lead - Supply Order Support - New Berlin, WI

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community, and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

 JOB POSITION SUMMARY                                     

The Team Lead – Supply Order Support plays a critical role in delivering a seamless and high-quality customer experience by overseeing daily supply parts order support operations. This role provides guidance, oversight, and first-level decision making for Order Support Specialists while serving as a key point of contact for high level or complex order-related issues.

Responsibilities include supporting order support specialists with expediting, returns, and special customer requests, as well as investigating and resolving issues or routing them to the appropriate internal teams for resolution.

This role requires a proactive communicator and people-focused leader who can balance customer satisfaction, operational efficiency, and continuous improvement in a fast-paced manufacturing environment. The Team Lead partners with Sales, Logistics, Operations, and other internal stakeholders to manage expectations, clear and concise communications and service levels.

Putting Customers First, Doing the Right Thing, Driving for Better, and Winning Together. 

JOB RESPONSIBILITIES:

Leadership & Team Support

• Build trust and credibility through empathetic leadership, recognition of effort, and accountability for outcomes.
• Provide day-to-day guidance, coaching, and support to Order Support Specialists.
• Serve as the first point of escalation for order-related issues and decision making.
• Participate in team meetings and contribute to best practices and continuous improvement initiatives.

Customer Experience & Order Management

• Deliver an exceptional customer experience by ensuring prompt, professional, and accurate responses to all order-related inquiries, aligned with defined KPIs.
• Monitor and manage incoming requests across all communication channels to ensure timely responses and full resolution.
• Handle all situations with professionalism, ownership, and a solution-focused approach.

Cross-Functional Collaboration

• Partner with Production, Sourcing, Purchasing, Sales, Logistics, Operations, and all other internal teams to resolve order discrepancies, fulfillment issues, and system-related challenges.
• Communicate clearly and work collaboratively with customers to address requests or timelines that are not operationally feasible.

Problem Solving & Continuous Improvement

• Investigate order issues to identify root causes and implement corrective actions.
• Balance immediate resolutions with long-term process improvements to prevent recurring issues.
• Create, update, and maintain workflow documentation to support consistency and efficiency.

Additional Responsibilities

• Perform other duties as assigned to support departmental and organizational goals.

REQUIRED SKILLS & COMPETENCIES:

• Strong customer service orientation with a positive, solution-driven mindset.
• Proven ability to lead with empathy while maintaining accountability and performance standards.
• Excellent time management, prioritization, and organizational skills in a high-volume environment.
• Strong problem-solving skills with high attention to detail and accuracy.
• Effective verbal and written communication skills, including professional email correspondence.
• Ability to work independently and collaboratively across teams and departments.
• Proficiency with SAP or similar ERP/business systems preferred.
• Demonstrated ability to manage multiple priorities while meeting service-level expectations.

EDUCATION & EXPERIENCE:

• Bachelor’s degree and/or a minimum of 6 years of relevant experience in a customer service–driven or order management environment.
• Prior experience in manufacturing, supply chain, or parts order support environments preferred.
• Informal or formal team leadership experience strongly desired.

What we offer:

 Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

Konecranes moves what matters. Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes, Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes, Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.