Manager, Order Management

Kidde Global Solutions • Mebane, NC

1d • $105,000 - $120,500

About The Position

The Manager, Order Management (OM) leads the internal operational hub responsible for validating, scheduling, allocating, releasing, and closing customer orders from verification through shipment. This leader will oversee a team of Order Management Associates, driving excellence in order accuracy, fulfillment coordination, exception management, and collaboration with Customer Experience (CX), Supply Chain, Finance, Warehouse Operations, and Sales.

This role ensures tight operational controls, best-in-class order accuracy, faster cycle times, and
proactive communication that supports stronger customer outcomes and lower cost to serve.

Requirements

• Bachelor’s Degree
• 5+ years of experience in order management, order fulfillment, customer operations, or supply chain roles.
• 3+ years of people-leadership experience with demonstrated success leading operational teams.

Nice To Haves

• Bachelor’s degree in Supply Chain Management, Operations, Business, Engineering, or related field.
• Experience working with ERP systems (JDE preferred).
• Strong analytical and process-driven mindset.
• Demonstrated experience in order-to-cash operations within manufacturing or distribution environments.
• Deep understanding of order accuracy, allocation, ATP/CTP, fulfillment, and logistics processes.
• Strong collaboration skills across cross-functional teams including customer service, supply chain, finance, and sales.
• Experience developing SOPs, training materials, and process documentation.
• Proven ability to manage in a fast-paced environment with competing priorities.

Responsibilities

• Lead, mentor, and develop an OM team responsible for order verification, scheduling, allocation, release, and closure.
• Establish clear performance goals and service standards; monitor progress through defined metrics and KPIs.
• Implement training on SOPs, system capabilities (e.g., JDE), exception handling, and process compliance.
• Partner closely with CX leadership to ensure aligned execution and unified customer support across commercial and retail channels.
• Co-chair all exception reviews with CX, including expedites, partial vs. ship-complete decisions, substitutions, and allocation disputes.
• Provide viable fulfillment options that support customer requirements while maintaining operational feasibility.
• Drive root-cause corrective actions for recurring exceptions.
• Trigger warehouse releases once all holds are cleared; ensure orders are “clean” before releasing to fulfillment.
• Partner with Warehouse & Logistics teams to resolve shipping constraints, ensure accuracy of shipments, and maintain service level commitments.
• Ensure correct, timely, and complete posting of shipments and proper closure of orders.
• Track, analyze, and report OM KPIs including:
• Order accuracy
• Order Fulfillment Cycle Time
• Promise-date accuracy
• Exception volumes & root-cause trends
• Partner with Supply Planning on demand/supply alignment insights based on order flow, scheduling constraints, and inventory position.
• Support SIOP and S&OE processes by identifying order-related risks, bottlenecks, or fulfillment constraints.
• Lead the creation, documentation, refinement, and operationalization of end-to-end OM standard operating procedures.
• Support process mapping aligned with the CX/OM structure.
• Drive continuous improvement initiatives focused on reducing rework, increasing order throughput, and improving operational transparency.
• Identify and implement digital tools or analytics that enhance order management accuracy and productivity.
• Serve as the primary partner for governance of new account setup activities.
• Manage two process hando\s between CX, OM, and downstream functions.
• Support capacity planning and prioritization.
• Account data accuracy (customer master data, terms, credit alignment) to prevent downstream order errors and rework.
• Provide oversight and coordination for RMA processing.
• Partner with Customer Experience to challenge RMAs at initiation to reduce overall RMA volume, even if individual case cycle time increases.
• Ensure RMAs are validated, dispositioned, and processed in alignment with financial, inventory, and compliance requirements.
• Maintain audit readiness while operating without segregation-of-duties constraints, as external audit firms approve audits independent of KGS control.
• Ensure data integrity, documentation accuracy, and timely responses to audit requests.
• Manage resolution of Unit of Measure holds.
• Integrate UoM specialists directly into the OM operating model to reduce friction and cycle time.
• Ensure UoM accuracy across order entry, scheduling, and fulfillment to eliminate shipment delays and billing errors.
• Own validation processes to identify and prevent duplicate purchase orders.
• Ensure accurate order consolidation, prevention of double fulfillment, and protection of revenue and inventory integrity.
• Partner with CX, Finance, and Supply Chain to clarify root causes, ownership, and resolution paths.
• Incorporate HO Holds into future SOPs and metric tracking once fully understood.

Benefits

• Individuals may be eligible for an annual performance bonus based on both individual and company’s performance.
• Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, company holidays), 401(k) with employer match, EAP assistance, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level