Order Management Manager

The hiring range for this position is $68,000-$88,000 annually plus bi-annual Profit Sharing opportunities
. This is the pay scale range Caltrol reasonably expects to pay for this position at the time of this posting. The base pay actually offered will take into account internal equity and may vary based on geographic region, skills, qualifications, and experience of the candidate, along with the requirements of the position.

What you'll be doing:

• Set the standard for exceptional customer experiences and service excellence.
• Lead, coach, and develop Order Management Specialists through training, support, and career development.
• Manage team workload, coverage plans, timecards, PTO requests, and expenses.
• Partner with team members to resolve complex orders, customer issues, and operational challenges.
• Lead recruiting, hiring, onboarding, and training efforts.
• Build strong relationships with customers, principals, and internal teams.
• Support Quality initiatives while fostering accountability, ownership, and follow‑through.

• Serve as an active member of the Final Control Leadership Team.
• Establish and monitor key performance metrics to improve order management effectiveness.
• Lead process improvement initiatives that enhance efficiency, accuracy, and the customer experience.
• Identify operational bottlenecks and implement sustainable solutions.
• Support IFS, CRM, and other business system initiatives.
• Define and strengthen the knowledge, skills, and development paths for the Order Management team.

• Step in as needed to perform Order Management Specialist responsibilities.
• Collaborate across Sales, Operations, Finance, Quality, and IT to support business objectives.
• Maintain flexibility to support customers and teammates, including occasional overtime when required.

• Post‑secondary education or equivalent professional experience.
• Strong understanding of order management processes, systems, customer service, and best practices.
• Advanced knowledge and proficiency with IFS.
• Proven leadership, coaching, and team development skills.
• Strong interpersonal, communication, and conflict resolution abilities.
• Demonstrated problem‑solving and decision‑making capabilities.
• Excellent organizational skills with the ability to manage multiple priorities and maintain attention to detail.
• Ability to collaborate effectively across departments to improve business operations and customer experience.
• Strong written, verbal, and presentation skills.
• Passion for delivering exceptional customer service with a high level of ownership, accountability, and follow‑through.

• Previous experience leading or developing employees or teams.
• Experience driving process improvements and operational efficiencies.
• Demonstrated commitment to customer service, teamwork, and accountability.
• Takes initiative, drives results, and embraces accountability.
• Passion for developing people, improving processes, and supporting organizational growth.
• Ability to balance day‑to‑day execution with long‑term business objectives.

Customer Focus
:
Delivers exceptional service and keeps internal and external customer success at the center of every decision.

Relationship Building
:
Builds trust, credibility, and strong partnerships across customers, suppliers, leadership, and cross‑functional teams.

Leadership & People Development
:
Coaches, develops, and empowers team members while fostering engagement, accountability, and high performance.

Ownership & Accountability
:
Takes ownership of results, follows through on commitments, and holds self and others accountable for delivering exceptional customer experiences and business outcomes.

Strategic Thinking
:
Balances day‑to‑day operations with long‑term business objectives, identifying opportunities to improve performance and support growth.

Continuous Improvement
:
Identifies opportunities to improve processes, systems, and operational efficiency while driving meaningful improvements across the business. Promotes a culture of innovation and problem‑solving.

Decision‑Making & Problem Solving
:
Analyzes complex situations,…