Customer Order Manager

Salary Range: $62,000.00 To $72,000.00 Annually

Customer Order Manager

Department: Customer Operations

Reports To: President

FLSA Status: Exempt

Position Summary

The Customer Order Manager is responsible for managing the complete customer order lifecycle. This role serves as a liaison between customers, dealers, Sales, Engineering, Production, Purchasing, and Logistics to ensure orders are processed accurately, built on schedule, and delivered on time.

The Customer Order Manager is responsible for maintaining excellent customer communication while balancing production capacity, inventory availability, and delivery commitments. This position plays a critical role in ensuring a seamless customer experience and supporting operational efficiency throughout the organization.

• Serve as the primary point of contact for dealer and/or outside sales representative inquiries.
• Respond promptly to product, pricing, availability, and order status requests.
• Build and maintain strong relationships with customers.
• Resolve customer concerns professionally and escalated issues when necessary.
• Ensure exceptional customer satisfaction throughout the ordering process.

• Review and process incoming sales orders for accuracy and completeness.
• Verify product specifications, options, pricing, and configuration requirements.
• Coordinate order changes, cancellations, and revisions.
• Maintain accurate customer and order records within the ERP system.
• Ensure all required documentation is completed prior to production release.

• Coordinate build schedules with Production Planning.
• Schedule production based on capacity, material availability, and customer priorities.
• Balance customer expectations with manufacturing capabilities.
• Monitor production progress and proactively communicate delays.
• Adjust schedules when necessary due to engineering changes or supply chain issues.

• Coordinate completed orders with Shipping and Logistics.
• Coordinate customer pickups and outbound deliveries with Logistic Manager.
• Communicate delivery schedules with customers and dealers.

Cross-Functional Coordination

Work closely with:

• Production
• Purchasing
• Shipping
• Warranty
• Accounting

ERP & Data Management

• Maintain accurate order information within the ERP system.
• Monitor backlog and production schedules.
• Generate reports related to:
  • Open Orders
  • Order Backlog
  • Production Schedule
• Identify process improvement opportunities through data analysis.
• Recommend improvements to order processing workflows.

Supervisory Responsibilities

Depending on organizational structure, may supervise:

• Customer Service Representatives
• Order Entry Specialists

Qualifications

Required

• Bachelor's degree in Business, Supply Chain, Operations, or related field preferred (or equivalent experience).
• 5+ years of experience in:
  • Customer Service
  • Manufacturing Operations
  • Production Scheduling
  • Inside Sales
  • Order Management
• Experience working within a manufacturing environment.
• ERP system experience (Epicor preferred).
• Excellent organizational and time management skills.
• Exceptional verbal and written communication skills.

Preferred

• Experience in trailer, marine, automotive, or industrial manufacturing.
• CRM experience.

Required Skills

• Customer Relationship Management
• Production Scheduling
• ERP Systems
• Capacity Planning
• Order Management
• Time Management
• Attention to Detail
• Process Improvement
• Analytical Thinking
• Multi-tasking
• Decision Making
• Problem Solving

Physical Requirements

• Ability to sit for extended periods.
• Frequent computer and telephone use.
• Occasional walking through manufacturing facilities.
• Ability to lift up to 20 pounds occasionally.