Customer Service & Order Fulfillment Manager

Customer Service & Order Fulfillment Manager

The Customer Service & Order Fulfillment Manager is responsible for the support functions required to provide high-level service to all customers. This position ensures customer orders move successfully from acceptance through delivery and that problems are resolved quickly when they arise.

Success in this position requires strong communication, organization, attention to detail, follow-through, and a customer-first mindset. The Customer Service & Order Fulfillment Manager works closely with Sales, Operations, Warehouse, Finance, suppliers, and other cross-functional partners to ensure efficient experience for both customers and internal stakeholders. Additionally, the role serves as a change agent for the sales order and proposal process, ERP optimization, and comprehensive procurement management for the manufacturing and lease business units.

• Own and continuously improve the customer order fulfillment process from accepted order through shipment and delivery, working hands-on alongside the team as volume and priorities require.
• Ensure customer orders are complete, accurate, and properly entered into the ERP system before fulfillment.
• Partner with Sales, Operations, Purchasing, Warehouse, and Finance to proactively identify and resolve issues that could delay customer orders.
• Monitor open orders, fulfillment status, backorders, and exceptions and proactively communicate risks to appropriate stakeholders.
• Establish and monitor key order fulfillment metrics, including order accuracy, on-time shipment, freight accuracy, and open-order aging.
• Identify recurring fulfillment issues, determine root causes, and lead corrective process improvements.
• Serve as a key business owner for improvements to the sales order and fulfillment workflow within the ERP and CRM systems.

• Serve as a primary point of contact for customer service inquiries, product concerns, warranty claims, returns, replacements, and other post-sale customer needs.
• Oversee customer issues from initial submission through resolution, ensuring timely follow-up and clear communication throughout the process.
• Monitor customer cases submitted through the CRM platform and designated service request email address.
• Review, document, prioritize, and assign customer cases to the appropriate internal team members or external partners for action.
• Lead the investigation of customer issues, working cross-functionally to identify root causes, determine appropriate resolutions, and implement corrective actions to reduce recurrence.
• Establish and monitor customer service standards and KPIs, including response time, resolution time, open case aging, recurring issue trends, and customer satisfaction.
• Follow up with internal teams, customers, suppliers, manufacturers, and other external partners regarding open warranty claims, product complaints, service requests, and related issues.
• Communicate case status, next steps, and final resolutions clearly and professionally to both customers and internal stakeholders.
• Work with cross-functional peers to coordinate product returns, replacements, credits, repairs, or other resolutions as needed.
• Maintain complete and accurate records of customer interactions, case activity, resolutions, and supporting documentation within the appropriate systems.
• Proactively monitor open cases and follow up on outstanding actions to help ensure issues are resolved in a timely manner.
• Identify recurring customer issues and escalate trends or potential product, supplier, or process concerns to management.
• Maintain and follow established customer service procedures while identifying opportunities to improve efficiency, consistency, and customer experience.
• Ensure customer service processes and procedures are documented, maintained, and consistently followed.
• Uphold the highest level of customer satisfaction through responsive, professional, and solutions-oriented service.

• Manage day-to-day purchasing activities to ensure products, materials, supplies, and services are procured accurately, cost-effectively, and in accordance with required timelines.
• Manage the purchase order lifecycle from issuance through receipt, including supplier confirmations, pricing, quantities, lead times, delivery dates, and discrepancies.
• Proactively manage supplier performance related to delivery, responsiveness, order accuracy, quality, and issue resolution.
• Partner with Operations and Manufacturing to identify…