Head of Customer Order Management

Overview

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As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture values collaboration and mutual trust, creating the ideal framework for boldly trying new things and questioning the status quo. TRUMPF builds technological worlds for future generations across lasers, machine tools, EUV, and electronics.

The Head of Order Processing and Delivery Management (MT) coordinates and optimizes all commercial tasks of internal sales order processing with the goals of short lead times, cost efficiency, regulatory compliance, limited risk, and guaranteed customer satisfaction.

• Oversee coordination and communication to the customer throughout the order processing phase: status of the order, customer requests regarding configuration, dates, etc.
• Manage customer purchase orders, order confirmations, process machine ordering in SAP, and handle sales order change requests (SOCR).
• Contract management: ensure standard terms & conditions are applied or manage deviations with escalations and approvals, especially for shipping & payment terms, tax & customs, and manufacturer liability.
• Work on process and tool improvements to increase customer experience, internal process efficiency, and transparency.
• Collaborate with the Regional Sales Manager team as a “process supplier.”
• Coordinate in-house communication with other departments (e.g., Logistics, Service, Smart Factory Team) regarding Order Delivery Management.
• Support and guide the team that performs order intake reporting and sales commission calculation and processing.
• Support the team in processing the order backlog portfolio: create transparency (real-time status tracking, shipment forecasts), ensure compliance with internal approvals, manage timely delivery and even resource distribution.
• Support and manage special projects and initiatives as assigned.
• Develop employees, create career paths, define targets and KPIs, and manage substitution schemes for essential department tasks.

Excellent communication and organizational skills, including escalation management to clients, other departments, and upper management. Strong problem-solving abilities and adaptability to change. Ability to lead and perform in a fast-paced, dynamic environment. Experience in process design, implementation, and KPI-based control for larger organizations. Proficiency in IT tools for analytics and reporting (e.g., MS Excel, Power

BI, SAP, Smart Sheet). Prior experience in managing a team is required.

Bachelor’s or Master’s degree in Business Administration, Industrial Operations Engineering, Logistics or Supply Chain Management.

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