Manager of Order Management

Carrier Enterprise•Houston, TX

About The Position

The Commercial Order Management Manager will lead a team of Order Management Representatives providing pre- and post-order support to key dealers and the Commercial sales team. This role oversees order processing, inventory coordination, and customer fulfillment for commercial HVAC operations while ensuring efficient order flow, accurate delivery timelines, and high customer satisfaction. The successful candidate will manage and develop the Order Management team while maintaining operational excellence. Proven leadership experience, strong attention to detail, and the ability to manage complex processes are essential for this critical position.

Requirements

High School diploma or equivalent required; Associates or technical degree preferred
4 years of Experience in a Sales support role.
Self-starter, highly accountable, works well under pressure.
Ability to work well with all levels of the organization.
Capability to build trust quickly with a team.
Strong leadership skills with the ability to adapt to respective audiences.
Proven customer service skills
Knowledge of HVAC products, markets and equipment
Exceptional communications skills complete with ability to follow through.
Strong analytical and problem-solving skills
High sense of urgency
Proficient in Microsoft Office applications
Professional phone etiquette

Nice To Haves

Prior management/supervisory experience strongly preferred.
Minimum of 2 plus years within HVAC or similar industry preferred

Responsibilities

Lead and manage the Commercial Inside Sales and Order Management team supporting commercial HVAC quotes and orders.
Collaborate with team members to ensure high-quality customer service for both internal and external customers. Implement proactive measures to prevent potential issues and streamline internal processes for efficient handoffs between functions.
Supervise team members' performance and process management to ensure efficient handling of customer requests for orders and product information, and accurate entry of orders in the CSD ordering system.
Manage customer orders from initiation to delivery.
Provide post-sales follow-up and support as required.
Collaborate with customers, sales, and internal/external suppliers to resolve issues.
Manages the career life cycle of team members, including performance management, career discussions, and goal setting. Engage in proactive conversations to ensure team performance is on track.
Oversee the hiring and training of new Order Management Rep team members.
Utilize HVAC product knowledge, analytical skills, and leadership capabilities to support the overall success and profitability of the Commercial Division