Customer Service & Order Fulfillment, Sr. Manager,
Sign up free to see how well your resume matches this role.
What you'll do
- Lead, coach, and develop the domestic and international customer service team, establishing clear expectations, accountability, development plans, resource coverage, and succession strategies.
- Oversee end-to-end customer order management, including order entry, order changes, cancellations, material availability, credit coordination, customer pickups, transportation coordination, documentation, and invoicing support.
- Serve as the escalation point for complex customer issues, service failures, backorders, system exceptions, and supply chain disruptions, ensuring timely communication and effective resolution.
- Own customer service performance management by monitoring OTIF, order accuracy, backorders, service levels, and other relevant KPIs.
- Drive continuous improvement across the order-to-cash process by standardizing work, reducing errors and manual effort, improving cross-functional communication, and strengthening the customer experience.
- Partner with IT and business teams to optimize SAP S/4HANA, EDI transactions, customer portals, reporting tools, and automation; support system enhancements, testing, training, and user adoption.
- Collaborate with Sales, Supply Planning, Production, Logistics, Credit, and Master Data teams to resolve operational constraints, maintain compliance, and meet customer requirements.
What they're looking for
- Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field
- 8+ years of progressive experience in customer service, order management, supply chain, or commercial operations, including 3+ years of people leadership experience.
Nice to have
- Working knowledge of SAP S/4HANA and order-to-cash processes strongly preferred.
- Experience with EDI order processing, customer integrations, reporting platforms, and digital customer service tools preferred.
- Experience in manufacturing, chemicals or animal nutrition preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
A collective energy and ambition. A place where you can make a real difference.
We’re a company that genuinely cares about our people, our products, our consumers and the environment.
Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.
United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.
Job Summary
Church & Dwight is seeking a Customer Service & Order Fulfillment, Sr. Manager to join our team. This role is responsible for leading the Specialty Products Division customer service organization across domestic and international markets.
About the Role
This role is accountable for customer experience, order-to-cash execution, operational performance, team development, and continuous improvement. The position partners across Sales, Supply Chain, Operations, Quality, Finance, Credit, Master Data, Transportation, Warehousing, and IT to support business growth, resolve service issues, and improve end-to-end execution.
Work Environment
Hybrid: This is a hybrid role based in Ewing, NJ and requires in- person attendance on Tuesdays, Wednesdays, and Thursdays, with remote work options on Mondays and Fridays.
Role Accountabilities and Responsibilities
- Lead, coach, and develop the domestic and international customer service team, establishing clear expectations, accountability, development plans, resource coverage, and succession strategies.
- Oversee end-to-end customer order management, including order entry, order changes, cancellations, material availability, credit coordination, customer pickups, transportation coordination, documentation, and invoicing support.
- Serve as the escalation point for complex customer issues, service failures, backorders, system exceptions, and supply chain disruptions, ensuring timely communication and effective resolution.
- Own customer service performance management by monitoring OTIF, order accuracy, backorders, service levels, and other relevant KPIs.
- Drive continuous improvement across the order-to-cash process by standardizing work, reducing errors and manual effort, improving cross-functional communication, and strengthening the customer experience.
- Partner with IT and business teams to optimize SAP S/4HANA, EDI transactions, customer portals, reporting tools, and automation; support system enhancements, testing, training, and user adoption.
- Collaborate with Sales, Supply Planning, Production, Logistics, Credit, and Master Data teams to resolve operational constraints, maintain compliance, and meet customer requirements.
Skills and Competencies
- Demonstrated ability to lead, coach, and develop customer service teams across domestic and international operations.
- Working knowledge of SAP S/4HANA and order-to-cash processes strongly preferred.
- Experience with EDI order processing, customer integrations, reporting platforms, and digital customer service tools preferred.
- Strong analytical capability with experience developing, monitoring, and communicating customer service KPIs and operational trends.
- Proven problem-solving and continuous improvement skills, with the ability to identify root causes and implement sustainable solutions.
- Excellent written and verbal communication, stakeholder management, and customer escalation skills.
- Ability to manage competing priorities, lead through change, and maintain accuracy, urgency, and accountability.
- Experience in manufacturing, chemicals or animal nutrition preferred.
- Exhibit the C&D Global Behaviors required within the Specialty Products Division, including being digitally savvy, maintaining a positive attitude, simplifying processes, helping others, aiming high, and getting the facts.
Education and Experience
Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field
8+ years of progressive experience in customer service, order management, supply chain, or commercial operations, including 3+ years of people leadership experience. Equivalent combinations of education and directly relevant experience may be considered.
Compensation and Benefits
The U.S. base salary range for this full-time position is $130,200-$185,400. This position is also eligible for a bonus.
As a Church & Dwight US employee, you (and eligible dependents, as applicable) will have access to medical, dental, vision, basic life insurance, paid vacation and sick time, and Paid Parental Leave. U.S. employees are entitled to paid holidays, floating holidays, and vacation days starting in their first year of employment depending on hire date. You are also able to participate in our 401k retirement plan (with company match and profit-sharing) and Discounted Employee Stock Purchase Plan.
The actual base pay offered to the successful candidate will be based on multiple factors, including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.
#LI-Hybrid
Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.
For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/
Company
Company facts come from this company's own listings. We only show what the postings themselves carry.