Client Services Order Fulfillment Lead

RepliGen Corporation•Remote - Massachusetts, MA

2d•$88,000 - $98,000•Onsite

About The Position

This position is focused on managing and developing relationships with Global Strategic Accounts to drive accelerated growth through; a transformed customer experience with order fulfillment execution, collaboration with the client service team in Global Customer Service to develop and implement processes, and integration points that ensure exceptional service delivery. This role is expected to model our Leadership Behaviors—Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results—in all aspects of work.

Requirements

Bachelor’s degree in business administration, Management, or a related field
5+ years' experience in customer service leadership or client management
Excellent written and verbal communication skills
Strong problem-solving and conflict resolution abilities
Ability to analyze data and generate actionable insights
Proficiency in customer service software and tools (SAP, Salesforce, Tableau, etc.)
Also skilled in all Microsoft software (Outlook, Excel, etc.)

Nice To Haves

Demonstrate leadership and collaboration skills
Show empathy and patience in dealing with clients
Adaptability and ability to work under pressure
Be self-motivated and able to prioritize workload in a fast-paced environment
Have effective relationship building skills
Able to work independently with minimal supervision
Is highly organized and detail-oriented

Responsibilities

End-to-end Order Fulfilment for Global Strategic Account: Serve as a single point of contact for a given set of Global Strategic Accounts. Own execution of order fulfilment for relevant strategic accounts across all global sites for that customer, ensuring customer delivery commitments and business quarterly revenue targets are achieved. Balance customer delivery requirements, supply constraints, and revenue priorities. Define and execute prioritization strategies under constrained supply conditions, ensuring optimal balance between customer criticality, revenue impact, and service commitments. Support as needed, pre-order activities such as engineering drawing approvals or quotation process.
Cross-Functional Execution Leadership: Lead daily execution alignment across Strategic Account Managers, Product Management, Regional Commercial, Finance, Planning, Manufacturing, Quality, and Distribution. Drive actions to ensure orders remain on track to meet delivery and revenue commitments. Establish clear ownership and accountability across stakeholders.
Risk, Opportunity & Forecast Visibility: Co-Own with Strategic Account Managers and Regional commercial leadership identification and communication of risks and opportunities across monthly and quarterly horizons. Partner with Commercial Finance to quantify revenue impact driven by supply, constraints, and order status. Ensure proactive mitigation plans are defined and executed.
Exception & Escalation Ownership: Own resolution of critical fulfilment issues and delivery risks. Define and execute prioritization strategies under constrained supply conditions, ensuring optimal balance between customer criticality, revenue impact, and service commitments. Escalate proactively across Supply Chain, Commercial, and Customer channels where required. Ensure clear, consistent communication internally and externally.
Operational Rigor & Performance Management: Embed daily management discipline, leveraging standard work and performance routines. Utilize business intelligence and KPI tracking to drive decision-making and prioritization. Ensure consistent execution of processes to deliver high service reliability.
Process Standardization & Reliability: Ensure robust, standardized processes are in place to consistently meet customer and business expectations. Reduce variability and dependency on manual intervention. Drive adherence to global SOPs and best practices.
Customer-Centric Delivery Alignment: Align fulfilment decisions with customer priorities and service expectations. Partner with Regional Customer Service to ensure order execution reflects the customer's reality. Support transparency and proactive communication on order status.
Continuous Improvement & Transformation: Lead or contribute to process improvement and business transformation initiatives. Identify systemic inefficiencies and drive sustainable performance improvement. Support broader O2C and supply chain optimization efforts.
Performance Under Pressure: Operate effectively in a fast-paced, deadline-driven environment. Adapt rapidly to changing priorities, supply dynamics, and customer needs. Maintain focus on outcomes, not activity.
KPI Ownership & Performance Accountability: Own and drive performance against key fulfilment , including OTIF (On Time In Full), order backlog, customer service levels, and delivery performance. Establish visibility to performance trends, lead corrective actions, and ensure accountability for achieving agreed targets.