Customer Service & Order Fulfillment Manager (m / f / d)

Customer Service & Order Fulfillment Manager

Sikla USA Inc. is a subsidiary of the German-Austrian Sikla Group, a manufacturer of modular steelwork and pipe support systems for industrial applications. From our Georgia operations, our team serves the North American markets, including the United States and Canada, and provides engineering, technical, customer service, and logistical support to partners, distributors, and MEP customers associated with the Sikla product portfolio.

We are seeking an experienced, hands-on Customer Service & Order Fulfillment Manager to lead and further develop our Customer Service department. This is an operational B2B leadership role focused on the complete Order-to-Delivery process, not a traditional consumer call center position.

The successful candidate will take ownership of departmental performance, employee development, workload management, order processing, customer delivery requirements, ERP/SAP processes, KPI reporting, and continuous improvement. The role requires close coordination with Management/Operations, Sales, Engineering, Supply Chain, Purchasing, Warehouse Operations, Logistics, and Accounting.

The ideal candidate is an experienced, hands-on department leader who combines people management with operational ownership. This person has led a B2B Customer Service, Order Management, or Order Fulfillment team and understands how customer orders move through an organization from quotation and order entry to inventory coordination, shipment, and delivery.

Leadership experience limited primarily to consumer call centers, retail, cashier, hospitality, or telephone service environments without responsibility for B2B order fulfillment and ERP-based operational processes does not meet the core requirements of this position.

Duties and Key Responsibilities

• Lead, coach, develop, and manage the Customer Service team and assume responsibility for day-to-day departmental performance.
• Own the Customer Service portion of the Order-to-Delivery process, from inquiry and quotation through order entry, coordination, shipment, delivery, and invoicing.
• Ensure accurate and timely processing of quotations, sales orders, order changes, shipping requirements, and customer delivery requests.
• Monitor open orders, backorders, product availability, delivery commitments, workload, and service performance.
• Serve as the primary escalation point for complex orders, customer issues, delivery concerns, and internal coordination problems.
• Coordinate closely with Management/Operations, Sales, Engineering, Supply Chain, Purchasing, Warehouse Operations, Logistics, and Accounting.
• Establish and improve departmental processes, responsibilities, SOPs, training plans, and backup structures.
• Develop and review KPIs for order processing, backlog, delivery performance, workload, accuracy, and service quality.
• Ensure accurate and consistent ERP/SAP transactions, data quality, and process compliance within Customer Service.
• Support major projects, prefabrication orders, customer-specific requirements, and the continued growth of Sikla USA.

Requirements

• 5+ years of experience in B2B Customer Service, Order Management, Order Fulfillment, Inside Sales Support, or a comparable operational function.
• Previous leadership responsibility for a Customer Service, Order Management, Order Fulfillment, or comparable operational team is required.
• Proven ability to lead, coach, develop, and hold employees accountable for performance and results.
• Strong practical understanding of quotations, sales order processing, product availability, shipping, delivery coordination, and customer communication.
• Hands-on SAP experience is required, including daily use of ERP-driven order and customer service processes.
• Experience in manufacturing, industrial distribution, construction-related products, or another technical B2B environment is strongly preferred.
• Experience establishing processes, SOPs, KPIs, reporting, and continuous improvement initiatives.
• Strong cross-functional, analytical, organizational, problem-solving, and decision-making skills.
• Excellent written and spoken English communication skills and advanced Microsoft Office skills, particularly Excel.
• Associate Degree required; Bachelor's Degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related field preferred. Equivalent relevant experience may be considered.

Job Type / Compensation / Benefits

• Full-time onsite role with 40 hours per week.
• Working hours: Monday-Friday, 8:00 a.m.-5:00 p.m. (including a 1-hour lunch break).
• Location: Suwanee, GA 30024.
• Work authorization: United States (required).
• Competitive salary based on qualifications and experience.
• Optional supplemental pay (performance-based team bonus).
• Retirement Plan 401(k) with a partial company match payment.
• Health insurance plans (medical, dental, and vision).
• PTO.