Customer Service Team Lead- SAP

You sit at the center of everything: customers, orders, operations, and revenue. In this role, you lead the team that makes the quote-to-cash process seamless across multiple manufacturing sites.

You’ll own the end-to-end order management lifecycle, from high-volume order entry to complex supply chain models, while keeping customers informed, confident, and coming back.

When things get messy - escalations, complex orders, data issues - you’re the calm, informed leader who gets it fixed and feeds improvements back into the process.

If you’ve led customer service or supply chain teams in a fast-paced, order-driven environment and live in SAP, we want to talk to you.

What You’ll Work On

You’ll lead a high-impact customer service function that touches every part of the business:

• End-to-end order management and lifecycle visibility
• High-volume, order-driven customer operations
• VMI, consignment, and complex supply chain models
• Customer escalations and complaint management
• Quote-to-cash workflows and master data integrity
• KPIs, residuals, complaints, and adjustments reporting
• Cross-functional work with Sales, Supply Chain, Logistics, Finance, and Credit
• Training, development, and performance of Customer Service Representatives

You’ll work heavily in SAP and Microsoft Office (Excel, Word, PowerPoint) to monitor order flows, troubleshoot lifecycle issues, and keep data tight and transactions clean.

This is where operational excellence, customer experience, and leadership all collide., * Leading, coaching, and developing a team of Customer Service Representatives for high performance and customer satisfaction

• Creating a positive, accountable, collaborative team culture that drives engagement
• Running regular team and one-on-one meetings for feedback, training, and performance management
• Monitoring daily workload and allocating resources based on order volume and priorities
• Training team members on complaint management, systems, and business processes
• Overseeing accurate and timely order entry and processing within established timelines
• Acting as the primary escalation point for complex or high-impact customer issues
• Providing real-time support on pricing, product availability, delivery schedules, and shipment status
• Managing complex order scenarios including VMI, consignment, and multiple supply chain models
• Monitoring SAP order flows, troubleshooting lifecycle issues, and ensuring clean customer master data and output settings
• Overseeing debit, credit, and residual transaction processing
• Partnering with Supply Chain, Sales, Logistics, Finance, and Credit to support business objectives
• Analyzing and reporting customer service KPIs including residuals, complaints, and adjustments
• Supporting accounts receivable and collections activities with Finance
• Contributing to forecasting, reporting, and inside sales or import/export processes as needed
• Identifying and implementing process improvements to boost efficiency, accuracy, and customer experience
• Representing the team in Customer Service Leadership and cross-functional forums
• Sharing best practices and helping standardize processes across teams and systems
• Supporting onboarding and continuous learning for team members and applying new tools and protocols
• Fostering a culture of continuous improvement, safety, compliance, and teamwork, Customer Service Team Lead, Customer Service Supervisor, Customer Service Manager, Order Management Lead, Order Management Supervisor, Order to Cash, Quote to Cash, VMI, Consignment, SAP, SAP order management, SAP master data, Customer Operations, Supply Chain, Logistics, Inside Sales, Accounts Receivable, Credit, KPI reporting, Complaint management, Escalation management, Customer Experience, High volume orders, Manufacturing customer service, Business degree, Supply Chain degree, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Team leadership, Cross-functional collaboration, Process improvement

• Bachelor’s degree required, preferably in Business or Supply Chain
• 5+ years of experience in customer service, supply chain, or a related function
• 2+ years of leadership or mentoring experience
• Background in high-volume, order-driven environments; VMI/consignment experience preferred
• Strong leadership, communication, and customer management skills
• Proven track record managing escalations and building trusted customer relationships
• Subject matter expertise in order management and customer operations
• Advanced SAP skills and intermediate Microsoft Office (Excel, Word, PowerPoint)
• Strong analytical, problem-solving, and cross-functional collaboration skills
• High attention to detail with strong prioritization, follow-through, and a proactive, solutions-oriented mindset
• Commitment to safety, compliance, and teamwork

The Experience That Will Really Get Our Attention

You’ve been the go-to leader when order volume spikes, systems misbehave, or a key customer has a complex need. You’re fluent in SAP, know the downstream impact of every master data tweak, and you can coach a team to hit SLAs without burning out.

You’ve worked closely with Sales, Supply Chain, Logistics, Finance, and Credit, and you’re comfortable turning messy order and complaint data into clear KPIs and process improvements that stick.

SAP (advanced) * VMI * Consignment * Order management * Quote-to-cash * Master data * Debit/credit processing * KPIs and reporting * Microsoft Excel * Microsoft Word * Microsoft PowerPoint * Customer escalations * Supply chain collaboration, If you’re ready to lead a high-impact customer service team and own the performance of a complex order-to-cash engine, let’s talk.