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

Sikla Group•Suwanee, GA

1d•Onsite

About The Position

Sikla USA Inc., a subsidiary of the German-Austrian Sikla Group, serves North American markets from its Georgia operations, providing engineering, technical, customer service, and logistical support for modular steelwork and pipe support systems. The company is seeking an experienced, hands-on manager to lead and further develop its Customer Service department. This is an operational B2B leadership role centered on the complete Order-to-Delivery process, rather than a traditional consumer call center position. The manager will be accountable for 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 successful candidate will bring leadership experience in B2B Customer Service, Order Management, or Order Fulfillment and understand how orders progress from quotation and order entry through inventory coordination, shipment, and delivery.

Requirements

At least 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.
Ability to lead, coach, develop, and hold employees accountable for performance and results.
Practical understanding of quotations, sales order processing, product availability, shipping, delivery coordination, and customer communication.
Hands-on SAP experience, including daily use of ERP-driven order and customer service processes.
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.
Advanced Microsoft Office skills, particularly Excel.
Associate Degree required; equivalent relevant experience may be considered.
United States work authorization required.

Nice To Haves

Experience in manufacturing, industrial distribution, construction-related products, or another technical B2B environment is strongly preferred.
Bachelor's Degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related field preferred.

Responsibilities

Lead, coach, develop, and manage the Customer Service team and take 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 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.