Customer Service Manager (Order Management) - US Market - JN-072026-7061710

Lead and shape a newly established Order Management team
Regional exposure within a global shared services environment

About Our Client

Our client is a reputable multinational organization known for delivering innovative solutions to customers worldwide. With a strong focus on operational excellence and customer experience, the company provides a collaborative workplace where employees are empowered to lead, innovate, and make a meaningful impact across global operations.

Job Description

As the Customer Service Manager (Order Management), you will lead a team responsible for delivering exceptional customer support and managing the end-to-end order fulfilment process for North American customers.

Key responsibilities include:

Lead, coach, and develop a team supporting customer service and order management operations
Oversee the end-to-end Order-to-Cash (OTC) process to ensure timely and accurate order execution
Act as the key escalation point for complex customer and operational issues
Partner closely with supply chain, logistics, sales, and operations teams to ensure seamless customer fulfilment
Drive customer satisfaction through proactive communication and issue resolution
Monitor team performance through KPIs and implement continuous improvement initiatives

The Successful Applicant

A successful Customer Service Manager (Order Management) should have:

Bachelor's Degree or equivalent professional experience
7+ years of experience within Customer Service, Order Management, Customer Fulfilment, Order-to-Cash (OTC), or Supply Chain Customer Service functions
Proven experience leading and developing customer service or order management teams
Strong understanding of order fulfilment and customer operations processes
Experience handling customer escalations and resolving complex service-related issues
Ability to work effectively with cross-functional stakeholders including Supply Chain, Logistics, Sales, and Operations
Experience using SAP or other ERP systems
Willingness to work permanent US Shift hours and a hybrid work arrangement (3 days in-office, 2 days work-from-home).

What's on Offer

Leadership opportunity within a global shared services environment
Hybrid working arrangement
Exposure to regional and global stakeholders
Career progression opportunities within a multinational organization

If you're an experienced customer service or order management leader looking to make an impact within a global organization, we'd love to hear from you. Apply today and take the next step in your leadership career while supporting a key North American customer portfolio.

Contact

Marissa Nao

Quote job ref

JN-072026-7061710

Phone number

6012 306 0593