Customer Service Manager - Order Management & SAP

A global manufacturing company is seeking a Customer Service Manager to lead its customer support and order fulfillment operations. This position supports advanced sealing products primarily serving the semiconductor industry.

The Customer Service Manager will oversee a team of approximately five to nine employees and manage the complete order-to-cash process, including order entry, inventory coordination, shipping, invoicing, returns, and customer support.

This role will also lead the team’s transition from manual processes and QuickBooks to SAP. The ideal candidate has strong SAP experience, understands customer service operations from order through delivery and billing, and can drive process improvement while maintaining excellent customer relationships., * Lead, train, and develop the customer service and order fulfillment team.

• Oversee order entry, order status, inventory availability, shipping, invoicing, returns, and customer issue resolution.
• Manage the complete order-to-cash process and ensure accurate, on-time order fulfillment.
• Lead the transition of customer records, open orders, billing history, and invoicing workflows from QuickBooks to SAP.
• Coordinate with Sales, Purchasing, Production Planning, Quality, Engineering, warehouses, overseas plants, vendors, and logistics providers.
• Resolve billing discrepancies and oversee credit memos, debit memos, returns, and RMA reconciliation.
• Develop and standardize procedures for order processing, returns, and escalated customer concerns.
• Monitor order backlogs, shipment performance, order accuracy, response times, and customer satisfaction.
• Identify operational issues and implement practical process improvements.

• High school diploma or GED; additional education is welcome.
• Five or more years of related experience in customer service, order management, commercial operations, supply chain, logistics, or a similar function.
• At least two years of customer service experience.
• Hands-on SAP experience.
• Strong understanding of order management, inventory, fulfillment, logistics, and invoicing.
• Experience leading employees, projects, or operational processes.
• Strong communication, analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities and work effectively across global time zones.
• Authorization to work in the United States without current or future visa sponsorship.
• Ability to travel between the Texas and Michigan locations approximately once every one to two months., * Previous experience as a Customer Service Manager, Supervisor, Team Lead, Order Management Manager, or Commercial Operations Manager.
• QuickBooks experience.
• Experience with SAP implementation or system migration.
• Experience in semiconductor, automotive, manufacturing, industrial products, electronics, distribution, or trading-company environments.
• Experience coordinating with international factories, suppliers, warehouses, and logistics providers.
• Familiarity with consignment accounts, work-in-process platforms, or RMA processes.
• Japanese-language proficiency is a strong plus.