Order Fulfillment Manager

Key Responsibilities Order Fulfillment & Customer Operations

• Lead and develop a team responsible for customer service and order management activities.
• Oversee end-to-end order fulfillment processes, ensuring accurate and timely order execution.
• Manage order flow through multiple channels, including email, EDI, and ERP systems.
• Monitor order status, delivery performance, inventory availability, and customer commitments.
• Resolve customer issues, shortages, backorders, and service concerns in collaboration with internal and external stakeholders.
• Ensure pricing accuracy and order integrity prior to fulfillment.
• Coordinate closely with manufacturing facilities, logistics providers, and internal teams to maintain service levels.

• Monitor inventory levels and supply availability to support customer demand.
• Analyze forecast changes and identify demand trends that may impact operations.
• Develop proactive insights and early warning indicators related to customer demand, inventory risks, and supply constraints.
• Support Sales & Operations Planning (S&OP) activities and demand planning initiatives.
• Utilize data and reporting tools to drive operational decisions and continuous improvement.

• Leverage Power BI, ERP reporting, Excel, and other analytical tools to identify trends and opportunities.
• Create reporting and visibility around service levels, fulfillment metrics, inventory performance, and forecasting accuracy.
• Recommend process improvements to enhance efficiency, customer satisfaction, and operational performance.
• Support future ERP selection, implementation, and process standardization initiatives.

• Lead, coach, and develop a team of 4-5 experienced customer service and order management professionals.
• Foster a collaborative, accountable, and customer-focused team environment.
• Provide hands-on leadership and actively support day-to-day operational execution when needed.

• Bachelor's degree.
• 8+ years of experience in customer service, order management, supply chain, operations, fulfillment, sales operations, or a related function.
• Prior leadership experience managing teams in a manufacturing, industrial distribution, or supply chain environment.
• Strong understanding of inventory planning, forecasting, order fulfillment, and customer operations.
• Experience working with ERP systems and operational reporting tools.
• Advanced analytical skills with the ability to identify trends and make data-driven decisions.
• International business experience supporting global suppliers, manufacturing operations, or distribution networks.
• Comfortable collaborating across multiple time zones and occasionally supporting off-hours communication with international teams.

• Experience with ERP implementations or major system migrations.
• Exposure to S&OP processes.
• Experience with Power BI or similar business intelligence platforms.
• MBA or other advanced degree.
• Background supporting industrial products, manufacturing, distribution, construction, transportation, agriculture, heavy equipment, or related sectors.

The successful candidate is a hands-on leader who enjoys solving operational challenges, working with data, and staying close to the details. This person can effectively balance leadership responsibilities with day-to-day execution, build credibility with experienced team members, and proactively identify opportunities to improve customer experience and operational performance.

• Lead a critical function within a growing global organization.
• Work directly with executive leadership and influence key operational decisions.
• Partner with teams across Asia, North America, and other international markets.
• Drive analytics, forecasting, and process improvement initiatives.
• Play an important role in an upcoming ERP transformation project.
• Join a collaborative, fast-paced environment where leaders are empowered to make an impact.