What are the responsibilities and job description for the Director of Order Management position at CS Recruiting?
Director of Order Management
Job Type: Full-time; On-site
Responsibilities
Related to: Shipper, Manufacturer, Distributor, Distribution, Fulfillment, Supply Chain, Supply Chain Operations, Distribution Center, Fulfillment Center, Warehouse, Logistics, KPI, Shipping, Receiving, P&L, Facility, Facility Management, Distribution, Fulfillment, Inventory, Inventory Control, Stocking, Product Shipment, WMS, Warehouse Operations, Shipper, Distributor, Storage, Dock Operations, Warehousing, SKU, EDI, Analytics, Analyst, Data Analysis, EDI, Data Engineering, Reporting, Systems, Automation, Conversions, Data Visualization, Metrics, ERP, Continuous Improvement, Statistics, Director, Regional Director, Senior Director, Leadership, Leader
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Job Type: Full-time; On-site
Responsibilities
- Lead and inspire customer service teams across a multi-site, primarily remote environment.
- Drive transformational projects and modernize order management processes.
- Build scalable systems, align operations with strategic goals, and champion continuous improvement.
- Serve as a connector between business leadership and frontline teams.
- Partner cross-functionally with Operations, Sales, IT, Transportation and more to deliver seamless service.
- Develop staffing and talent strategy to ensure alignment with skills / need.
- Support training strategy and ensure expectations communicated for accountability.
- Provide mentorship, feedback, and professional development to staff.
- Define and implement strategies that exceed customer expectations across markets.
- Align people, processes, and technology for efficient and scalable service.
- Integrate profitability, segmentation, and cost-to-serve insights into planning.
- Drive best-in-class experiences using feedback loops and root-cause analysis.
- Champion continuous improvement based on call center and customer data.
- Oversee order execution processes and performance across key KPIs.
- Leverage CRM, IVR, and other systems to create integrated customer experiences.
- Use service functions to support upselling, e-commerce, and VIP account management.
- Forecast volume and schedule for optimal contact center performance.
- Standardize practices across all customer service sites.
- Track key metrics such as FCR, AHT, and Service Level.
- Lead tech implementation efforts for systems supporting service excellence.
- Partner across departments to define and execute company-wide policies and initiatives.
- Manage third-party vendor relationships and service contracts.
- Degree in Business, Supply Chain, Operations, or related field is required. Master’s Degree (MBA or equivalent) is preferred.
- 10 years leading large, distributed customer service or order management organizations.
- Experience with enterprise-wide transformation, ideally in manufacturing or supply chain.
- Strong project management, analytical, and people leadership skills.
- Proven ability to influence and deliver results across remote and hybrid teams.
- Experience managing key metrics such as On Time in Full No Errors (OTIFNE).
- Demonstrated success in attracting, retaining, and developing top talent.
- Strong coaching and mentoring capability, especially in low-leadership environments.
- Experience working with or managing 3rd party logistics providers is preferred.
- Familiarity with Lean/Six Sigma or other process improvement methodologies is preferred.
- Familiarity with CRM, IVR, and order management systems is preferred.
- Background in e-commerce or supporting digital customer service channels is preferred.
- Experience building training and development programs for frontline staff is preferred.
Related to: Shipper, Manufacturer, Distributor, Distribution, Fulfillment, Supply Chain, Supply Chain Operations, Distribution Center, Fulfillment Center, Warehouse, Logistics, KPI, Shipping, Receiving, P&L, Facility, Facility Management, Distribution, Fulfillment, Inventory, Inventory Control, Stocking, Product Shipment, WMS, Warehouse Operations, Shipper, Distributor, Storage, Dock Operations, Warehousing, SKU, EDI, Analytics, Analyst, Data Analysis, EDI, Data Engineering, Reporting, Systems, Automation, Conversions, Data Visualization, Metrics, ERP, Continuous Improvement, Statistics, Director, Regional Director, Senior Director, Leadership, Leader
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Salary : $165,000 - $215,000