Order Management Lead

Trench Group GmbH•Toronto, ON

52d•CA$95,000 - CA$120,000•Onsite

About The Position

As the Order Management Team Lead at Trench Canada Coils, you will lead a high-performing team responsible for executing customer orders for complex, custom-engineered high-voltage equipment. While providing day-to-day leadership, coaching, and operational direction, you will also maintain ownership of a portfolio of customer accounts and orders, ensuring the same high standards of execution expected across the team. By remaining actively engaged in order execution, you will lead by example, support your team in resolving challenges, and help ensure customer commitments are delivered safely, on time, and with the highest levels of quality, efficiency, and customer satisfaction. This role requires someone who is action-oriented, able to make decisions quickly, and skilled at mobilizing Manufacturing, Planning, Engineering, Procurement, Logistics, Sales, and other stakeholders to deliver results. You will coordinate revenue forecasting, remove execution barriers, establish operational priorities, and drive accountability across the Order Management function to consistently achieve customer and business commitments. As part of Trench's continuous digital transformation, you will champion the adoption of modern digital and AI-enabled tools within the Order Management organization. We are looking for a leader who embraces technology, leverages AI to improve productivity and decision-making, and continuously identifies opportunities to simplify processes, eliminate waste, and enhance the customer experience.

Requirements

5+ years of experience in Order Management, Operations, Customer Operations, Supply Chain, or a related function within a custom manufacturing or industrial environment.
Proven experience managing customer orders while leading or mentoring teams in a fast-paced operational environment.
Strong knowledge of SAP SD and experience managing customer orders in ERP systems.
Working understanding of Incoterms, export controls, and commercial contract execution.
Experience managing customer relationships and balancing multiple priorities across a portfolio of accounts.
Proven ability to coordinate cross-functional stakeholders to resolve issues, manage priorities, and deliver customer commitments.
Demonstrated AI fluency and experience leveraging modern AI platforms (such as ChatGPT, Microsoft Copilot, Claude, Gemini, or similar tools) to improve productivity, communication, reporting, analysis, and operational decision-making.
Proven ability to identify opportunities for automation, digitalization, and AI-enabled workflow improvements.
High sense of urgency and ownership; capable of making sound decisions and driving execution under pressure.
Skilled at building relationships, influencing without authority, and holding teams accountable for results.
Excellent organizational, analytical, and communication skills with the ability to manage competing priorities.
Advanced proficiency in Microsoft Excel, Word, and PowerPoint

Nice To Haves

Project Management Professional (PMP) certification is considered a strong asset.
experience with Power BI, Tableau, or revenue dashboards is considered an asset.
Bilingual in English and another language (French, Spanish, or Portuguese) is an advantage.
Experience within the utility, OEM, or custom-engineered manufacturing sectors is highly valued.

Responsibilities

Lead, coach, and develop the Order Management team to deliver excellence across the full order lifecycle, from sales handover through successful delivery and project closure.
Manage a portfolio of customer accounts and orders while providing operational leadership to the Order Management team, leading by example and supporting the successful execution of customer commitments.
Coordinate monthly revenue forecasting and proactively drive the team and stakeholders to achieve revenue targets.
Own and monitor the order pipeline; identify execution risks, remove barriers, drive accountability, and escalate issues as needed.
Ensure adherence to clean handover policies, SAP order management processes, and customer documentation standards.
Align with Planning, Engineering, Production, Procurement, Logistics, Finance, and Sales to proactively mitigate risks and ensure timely order execution.
Conduct regular operational reviews with the team and key functional stakeholders to monitor priorities, workload, risks, and customer commitments.
Track and improve KPIs including order cycle time, backlog conversion, on-time delivery, revenue realization, documentation performance, customer satisfaction, and team productivity.
Champion the adoption of AI-enabled tools and digital solutions across the Order Management function, coaching team members on their effective use and identifying opportunities to automate repetitive work, improve decision-making, streamline workflows, and enhance operational performance.
Lead and support continuous improvement initiatives across tools, processes, and team performance.
Act as the primary escalation point for internal and external issues related to order execution, customer commitments, and operational performance.