Order Management Customer Operations Lead

Galderma•Fort Worth, TX

About The Position

The Order Management Customer Service Lead – O2C (Outsourced Model) is responsible for overseeing day-to-day operations within the Order-to-Cash (O2C) process, with a strong focus on overseeing outsourced service providers and ensuring accurate, timely order fulfillment. This role plays a critical part in maximizing customer service levels and optimizing cost to serve across all Galderma business units. Acting as a key liaison between internal teams—including Supply Chain, Distribution, Transportation, and Demand/Supply Planning—and external 3PL partners, the Lead ensures alignment and operational excellence. The role also supports local customer service teams and BPO partners (e.g., Genpact), monitors KPIs, and drives corrective actions and continuous improvement initiatives. The ideal candidate is a collaborative and analytical professional with a strong customer focus and a passion for process optimization. The primary responsibility is to deliver exceptional service to our customers by implementing Galderma's best-in-class processes and fostering a culture of customer excellence. Success in this role hinges on the ability to build, develop, and maintain strong business relationships with internal Galderma stakeholders and external vendors. This collaboration is essential to positively influence customer strategy and drive superior supply chain performance.

Requirements

High school diploma or GED is required.
Bachelor’s degree from a four-year college or university preferred
Five (5) or more years related operational experience in customer relations working for or with a customer in a collaborative environment
Strong understanding of O2C processes and customer service best practices.
Knowledge of compliance standards relevant to CPG and Pharma industries.
Experience with overseeing outsourced service providers or BPO teams
Skillful in claims, returns and order management with good judgment and decision-making skills.
Proven ability to implement process improvements
Proficiency in ERP systems (e.g., SAP, Oracle) and reporting tools (e.g., Power BI).
Proficient with MS Office including Word, Excel, and Outlook.
Proficient with Business Intelligence reporting tools
Knowledge of general accounting practices and principles
Excellent written and verbal communication skills
Strong analytical and organization skills
Ability to function in a team-oriented environment
Proficiency in system support to enable good decisions and responsiveness to customers

Responsibilities

Outsourced Oversight Lead and coordinate daily operations of outsourced order management customer service teams.
Act as the primary escalation point for complex customer issues and service disruptions.
Conduct regular governance meetings and performance reviews with BPO and 3PL partners.
Ensure adherence to SLAs and KPIs (e.g., order accuracy, backlog resolution, error tracking).
Ensure timely and accurate order entry, fulfillment, invoicing, and returns processing.
Apply prescribed process to resolve customer allocation issues (splitting, cancelling, backorders) and order blocks, including coordination with customers
Communicate proactively with customers regarding order status, changes, and issue resolution.
Collaborate with Sales, Supply Chain, and Finance to resolve systemic issues and improve customer experience.
Coordinate with 3PL vendor and Galderma stakeholders for accurate customer data creation and maintenance.
Understand Galderma's dispute and deduction management policies.
Collaborate with the dispute and deduction management team, without direct responsibility for managing customer deductions
Identify and implement process improvements to enhance service quality, efficiency, and cost-effectiveness.
Apply Lean and Six Sigma principles to streamline workflows and reduce waste.
Use data analytics and business intelligence tools to drive decision-making and performance tracking.
Lead or participate in cross-functional projects to enhance O2C capabilities and tools.
Ensure compliance with regulatory requirements (e.g., FDA, GDP, SOX) and internal controls.
Ensure SOPs, training materials, and knowledge bases are maintained and updated.
Support onboarding and training of new internal and outsourced team members.
Oversee & coordinate accurate customer setup and maintenance in ERP systems with 3PL vendor (Oracle).
Participate & lead user acceptance testing for new EDI customer enhancement request, system functionality & system process changes.
Troubleshoot and resolve system interface issues (EDI, ERP, LSP).
Leverage reporting tools (Excel, Power BI) to monitor performance and identify trends.
Perform other duties as assigned.