Customer Operations Manger

Customer Operations Manager

Riedel Communications, founded in 1987, designs, manufactures and distributes innovative real-time networks for video, audio and communications. Its products are used for broadcast, pro-audio, events, sports, theatre and security applications worldwide. The company is known for pioneering digital audio matrix systems and fiber-based real-time network technology.

Riedel is headquartered in Wuppertal, Germany and employs over 1000 people in 30 locations throughout Europe, Australia, Asia and the Americas.

As a result of continued growth, Riedel Communications is looking to hire a talented and motivated candidate to support our sales team in their daily challenges. As a Customer Order Manager, you will be responsible for on-time processing of domestic and international orders from order receipt to delivery, including subsequent invoicing and payment monitoring, internal planning of order processing, and acting as a first-class service partner for external and internal customers.

As a Senior Order Manager, you will be an integral part of our Product Division.

Your Responsibilities

Order Fulfillment

• Oversees the end-to-end order lifecycle from order entry through delivery and post-sales support
• Creates order confirmations and schedules fulfillment
• Communicates lead times to Sales and Customers
• Serves as primary operational contact with Order Management in HQ and Riedel Canada
• Schedules daily priorities for the Logistics team
• Tracks deposits and pre-payments prior to shipment planning
• Owns and monitors SLAs for order processing, fulfillment timelines, and delivery performance
• Acts as escalation point for complex, high-value, or at-risk customer orders
• Leads allocation strategy in partnership with Sales, Supply Chain, and HQ stakeholders
• Identifies operational risks and proactively implements mitigation plans
  
  
  

Purchasing

• Issues POs to HQ for finished goods and repair parts
• Issues PO’s to Riedel Canada
• Issues PO’s to third-party vendors
• Manages intercompany reconciliations and processes adjustments as needed
• Oversees procurement strategy to align with demand forecasts and inventory goals
• Manages vendor relationships, performance, and service level expectations
• Identifies opportunities for cost optimization and process efficiencies
• Ensures purchasing decisions support overall financial and operational objectives
  
  
  

Inventory Management

• Manages customer return orders
• Conducts cycle counts
• Owns overall inventory health including stock levels, aging inventory, and obsolescence risk
• Partners with Supply Chain and Sales to align inventory strategy with demand planning
• Analyzes inventory trends and recommends stocking and allocation adjustments
• Implements and improves inventory control processes and reconciliation practices
  
  
  

Invoicing

• Generates and distributes customer invoices and credit memos
• Manages sales tax documentation and compliance requirements
• Applies commercial and business management knowledge in daily operations
• Ensures accuracy and compliance of invoicing in alignment with revenue recognition policies
• Oversees credit, billing, and payment processes in coordination with Finance
• Supports budgeting and forecasting using order and revenue data
• Drives operational efficiency to support margin improvement and financial performance
  
  
  

Systems / Tools

• Proven experience in the relevant field of work, ideally in a product selling industry
• Secure handling of ERP and / or CRM systems and strong Microsoft Suite proficiency
• Acts as subject matter expert for ERP/CRM systems and order management tools
• Leads or supports system enhancements, implementations, and automation initiatives
• Uses data analytics to identify bottlenecks and drive process improvements
  
  
  

Cross-Functional & Strategic Responsibilities

• Serves as key liaison between Sales, Logistics, Finance, HQ, and regional partners
• Partners with Sales on forecasting, backlog management, and demand planning
• Collaborates with Finance on revenue tracking, invoicing accuracy, and compliance
• Provides leadership with reporting, insights, and operational recommendations
• Influences decision-making through data-driven analysis
  
  
  

Team Leadership

• Supervises and mentors Order Management and/or Logistics team members
• Sets daily and weekly priorities and ensures workload balancing
• Trains team members on systems, tools, and best practices
• Provides performance feedback, coaching, and development support
• Fosters a high-performance, customer-focused team environment
  
  
  

Soft Skills

• Possesses an independent, process-driven, solution-oriented work style
• Communicates effectively with employees, customers, and business partners in a professional manner
• Maintains composure in a fast-paced environment managing multiple priorities
• Adapts quickly to changing priorities and dynamic situations
• Strong time management and prioritization skills
• Strong team player with cross-department collaboration ability
• High reliability and strong work ethic
• Strong leadership and decision-making capability
• Strategic thinking aligned to business objectives
• Advanced problem-solving and conflict resolution skills
• High ownership and accountability
• Ability to influence cross-functional and global stakeholders
  
  
  

Nice to have: Bilingual in English and Spanish