Customer Demand & Service Manager

DESCRIPTION

We are looking for a talented Customer Order Management Supervisor to join our team specializing in Supply Chain Planning in Rocky Mount, NC.

In this role, you will make an impact in the following ways:

• Drive Operational Excellence By planning, prioritizing, and scheduling team activities, you'll ensure seamless service delivery and consistent customer satisfaction.
• Empower and Develop Your Team Through coaching, performance evaluations, and development plans, you'll build a high-performing team that meets and exceeds targets.
• Champion Customer-Centric Culture You'll instill a culture of empathy, compassion, and proactive support, ensuring every customer interaction reflects excellence.
• Optimize Tools and Processes By ensuring proper use of systems, documentation, and procedures, you'll enhance efficiency and reduce errors in order management.
• Lead Problem-Solving Initiatives You'll identify recurring issues, lead cross-functional resolutions, and implement sustainable improvements that benefit both customers and internal teams.
• Own and Improve Performance Metrics By tracking KPIs and analyzing trends, you'll identify opportunities for improvement and drive initiatives that elevate team performance.
• Enhance Cross-Functional Collaboration You'll act as a bridge between Customer Order Management and other departments, ensuring alignment and integration across the business.
• Drive Continuous Improvement Through local and global projects, you'll lead innovation efforts that streamline operations, improve customer experience, and future-proof the department.

• Stakeholder Awareness & Balance Understand the priorities of internal teams, customers, and leadership-and make decisions that align with the broader business while addressing competing needs.
• Team Building & Identity Create a strong team culture where individuals feel valued, empowered, and united around shared goals. Leverage diverse perspectives to drive innovation and performance.
• Collaborative Mindset Build trust-based partnerships across departments and geographies. Foster open communication and shared accountability to achieve cross-functional success.
• Talent Development Focus Invest in your team's growth by identifying strengths, providing stretch opportunities, and aligning development plans with both individual aspirations and business needs.
• Clear Direction & Delegation Set clear expectations, delegate effectively, and remove roadblocks so your team can execute confidently and independently.
• Accountability Culture Model accountability in your own work and hold others to commitments. Use feedback and performance data to drive continuous improvement.
• Complexity Management Navigate ambiguity and high-volume information by identifying patterns, simplifying processes, and making sound, data-informed decisions.
• Strategic Planning & Alignment Prioritize initiatives that align with organizational goals. Ensure your team's work ladders up to broader business objectives and delivers measurable impact.

• College, university, or equivalent degree required.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Intermediate level of experience required.
• 3-5 years of relevant work experience preferred.
• Customer order management; customer facing; supply chain/logistics; international trade experience preferred.

• This role is 100% onsite, 5 days a week
• Leads a team of Customer Service Representatives (CSR)/Outbound Coordinators (OBC) to ensure customer demand is met in a timely manner and with customers' expectations to minimize customer's escalations.
• Leads a team of Production Schedulers to ensure smooth, efficient, and prioritize production plans and updates are in place for Plant Operations Team to meet customers' demand and priorities.
• Leads a team of Order Compiling Analysts to ensure shop orders are processed and compiled to the product configurations to minimize order errors and delays.
• Leads and presents as the first escalation point/leader for customers' inquiries and advocates in the balance between voices/demand from customers and our plant.
• Liaises with central corporate First Fit Planning function to ensure production scheduling and central planning are in sync.
• Facilitates cross-functional efforts to protect production continuity and customer demand fulfillment.
• Excellence in verbal and written communication, strong sense of responsibility and time sensitivity, composure in facing escalations are required soft skills for excelling in this role.
• Good data analytics skills and ability to learn basic technical concepts on the job are also required.