Customer Service & Order Fulfillment Manager

Technogym • Jersey City, NJ

41d • Onsite

About The Position

We are looking for a Customer Service & Order Fulfillment Manager to ensure the efficient execution of the Order to Cash (OTC) process, from order confirmation to delivery and installation (D&I). You will play a critical role in delivering exceptional customer experience while maintaining cost efficiency. This role involves working with third-party logistics (3PL), optimizing logistics costs, and supporting sales forecasting processes to achieve business objectives. The ideal candidate will be hands-on, ready to step in to support the team as needed, and thrives as a change agent who drives continuous improvement. This role reports to the VP, Order Fulfillment & Logistics, and works on-site at our Jersey City offices.

Requirements

• Customer-focused with a deep sense of care and a strong commitment to delivering exceptional experiences that reflect the excellence and sophistication of a luxury brand.
• Proven expertise in Order Fulfillment, Logistics Management, or a related discipline, ideally within a fast-paced, highly complex B2B and B2C environments.
• In-depth knowledge of warehouse management, delivery and installation processes, and international importation procedures.
• Strong financial acumen, with the ability to manage costs effectively and make data-driven decisions. Excellent skills in project management, problem-solving, negotiation, and analytics.
• Provides strong, empathetic leadership that inspires and develops high-performing teams
• Advanced proficiency in Microsoft Office and hands-on experience with ERP (SAP preferred), Salesforce, Power BI and WMS platforms.
• Able to work on-site 5x/week at our Jersey City offices

Responsibilities

• Oversee the end-to-end Order to Cash process, ensuring customer expectations are met regarding experience and cost efficiency.
• Drive customer satisfaction and loyalty by managing and improving Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.
• Ensure the implementation and achievement of KPIs related to TECHNOGYM CARE activities.
• Proactively work with the Logistics team to manage 3PLs, ensuring compliance with Service Level Agreements (SLA) and delivering a superior D&I customer experience.
• Ensure the achievement of sales objectives, liaising proactively with sales so to identify and reduce backlog, slippage and minimizing revenues deviations
• Ensure accurate and compliant invoicing, adhering to local fiscal laws and IFRS Group Revenue Recognition policies.
• Support the leadership team to develop reliable and accurate sales forecasts (Monthly, Quarterly, Semester, Year-end)
• Guarantee precise and timely orders process and portfolio order management (backlog), assuring data quality, consistency and reliability
• Guarantee an effective Close the Loop process, in line with Technogym policies
• Responsible to ensure proper Governance and Compliance of Order To Cash Process
• Ensure the continuous improvement of costs and stock optimization and that OTC is lean, effective and efficient
• Build a solid, robust, right-sized, competent, data driven, customer oriented and engaged team

Benefits

• Comprehensive medical, dental, and vision insurance - eligible starting first day of employment
• 401k with company match - eligible first day of employment
• PTO
• On-site gym for employee use

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Miscellaneous Manufacturing
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees