Job Description

Position Overview:

We’re seeking a dynamic leader to oversee a team of fifteen (including four direct reports) with a focus on improving the synergy between customer service, sales operations, finance, and supply chain functions. This individual plays a key role in ensuring seamless execution, effective issue resolution, and a responsive communication flow across internal teams and external partners.

Key Responsibilities:

Order Management & Fulfillment

• Lead order processing activities with accuracy and speed
• Monitor order tracking systems to ensure data integrity
• Resolve order holds, returns, and supply issues
• Partner with logistics to drive improvements in lead times

Customer & Issue Resolution

• Address delivery, billing, and quality concerns
• Implement root cause solutions to prevent recurring problems
• Serve as the go-to escalation point for complex service issues
• Validate invoicing accuracy and ensure appropriate adjustments

Inventory Allocation & Demand Planning

• Manage product allocation during supply constraints
• Monitor inventory risk and usage patterns
• Align distribution priorities in collaboration with Sales and Planning teams

Cross-Functional Support

• Act as a liaison between Customer Service, Sales, Supply Chain, and Finance
• Support product launches, promotional campaigns, and pricing activities
• Advocate for customer needs while balancing operational constraints

Performance Monitoring & Optimization

• Track and analyze KPIs (e.g., OTIF, backlog, response times)
• Drive process improvements based on performance metrics
• Ensure the team is trained and fully utilizing digital tools and systems

Regional Scope:

This role oversees customer relationships, sales support, rebate programs, and agency management throughout North America.

🎓 Qualifications:

• 5+ years in a customer-facing role within a supply chain or operations environment
• 10+ years of leadership experience, preferably with cross-functional team oversight
• Proven expertise in order management, issue resolution, and product allocation
• Strong grasp of the end-to-end Order-to-Cash process
• Proficient in ERP systems (SAP, D365) and performance reporting tools
• Excellent communication, prioritization, and decision-making skills
• Bachelor’s degree required; Master’s degree preferred

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