Order Support Manager

Order Support Manager – Overview

We are seeking an Order Support Manager to lead a team of 10–12 Order Entry Specialists in ensuring accurate, timely entry of customer purchase orders into company systems. The role is hybrid and can be based in Greenwood, IN;
Houston, TX;
Richmond, VA; or Warrington, PA. The Manager reports to the Sr. Order Support Manager and partners closely with Quote Support, Workflow Optimization, and Customer Fulfillment teams to maintain end‑to‑end process integrity from quote to order acknowledgment.

• Lead, coach, and develop a team of Tier 1 Order Entry Specialists, ensuring proficiency in structured order entry workflows, validation checklists, and escalation protocols.
• Conduct regular 1:1s, team huddles, and performance reviews to maintain accountability and recognize contributions.
• Partner with Training & Knowledge Specialist to identify skill gaps and build targeted development plans.
• Manage day‑to‑day scheduling, workload distribution, and capacity planning to meet service level agreements (SLAs).
• Oversee recruitment, onboarding, and ramp‑up of new specialists to reach full productivity within defined timelines.
• Ensure daily order entry operations meet SLAs: under 24hrs for standard parts, under 48hrs for complex or bundled orders.
• Resolve escalated order entry issues, making decisions within delegated authority or routing to senior manager as required.
• Monitor quote and order entry accuracy rates (target 98% error‑free) and drive root‑cause review and corrective actions.
• Enforce data entry standards across One Service, Move Ex, ERP, Pulse, and other platforms.
• Maintain close collaboration with Quote Support Manager to reduce upstream errors and jointly review rework/rejection trends.
• Coordinate with AMDC and Service Center Specialists to confirm fulfillment readiness and flag expedited orders.
• Partner with Customer Fulfillment Manager to ensure clean, complete handoffs and proactive customer communication.
• Escalate systemic order entry issues to Workflow Optimization Manager for structural resolution.
• Track and report on team KPIs (accuracy rate, turnaround time, rejection rate, rework rate, data integrity, fulfillment readiness) in weekly operational reviews.
• Identify trends to inform capacity planning, tier development, and process improvement priorities.
• Support adoption of new tools and workflow updates during CX Transformation rollout.

• Associate’s or Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field (or equivalent education and experience).
• 3+years of experience in order entry, order management, inside sales support, or supply chain coordination within an industrial equipment, manufacturing, or capital goods environment.
• 2+years of people leadership experience, including team supervision, performance management, and coaching.
• Experience managing high‑volume, accuracy‑sensitive transaction processing teams.
• Deep understanding of purchase order validation and order entry processes, including downstream impact of data errors on fulfillment, customer communication, and revenue recognition.
• Proficiency with ERP and order management platforms (SAP, One Service, or similar enterprise systems).
• Detail‑oriented, process‑disciplined, able to build and enforce a quality‑first culture.
• Strong cross‑functional communication skills with peer managers (Quote Support, Customer Fulfillment, Workflow Optimization).
• Comfortable leading a team through change and translating new processes/tools into clear direction.

• Competitive salary ranging from $80,000 to $115,000 annually, based on experience and location.
• Full benefits package including medical, dental, vision, life insurance, and 401(k) plan.

Candidates residing in the U.S. or with an established presence in the area are prioritized.

Alfa Laval is an equal–opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EEO/Vet/Disabled Employer.