Customer Service & Order Fulfillment Manager
Location: Atlanta, GA
Confidential Search
Overview:
We are conducting a confidential search for a Customer Service & Order Fulfillment Manager on behalf of a growing, innovation-driven organization. This role is critical in leading the end-to-end customer order process, ensuring that customer requirements are accurately translated into production and delivered on time.
This position serves as the central point of coordination between customers, internal technical teams, manufacturing operations, and logistics partners—owning the full lifecycle from order intake through shipment and delivery. The role requires a high degree of accuracy, as small variations in product specifications, pricing, or documentation can significantly impact customer outcomes.
The Customer Service & Order Fulfillment Manager will lead a team responsible for customer service, order processing, and shipping coordination while driving process consistency, operational efficiency, and scalable growth. This is a highly visible, customer-facing leadership role that directly impacts customer satisfaction and revenue execution.
Key Responsibilities:
Order Management & Customer Coordination
- Manage incoming customer orders and ensure all specifications and documentation are accurately captured
- Serve as the primary point of contact for customers regarding order status, specifications, and delivery timelines
- Translate customer requirements into clear product specifications for internal teams
- Maintain accurate order records and documentation within the ERP system
- Support strong customer relationships through responsiveness, accuracy, and service excellence
Product Specification & Internal Coordination
- Partner with R&D, technical teams, and manufacturing to confirm product specifications and production requirements
- Ensure alignment between customer orders, production capabilities, and quality standards
- Maintain documentation related to product specifications and order changes
- Facilitate cross-functional communication to ensure seamless execution
Shipping & Logistics Management
- Coordinate shipment scheduling to ensure timely delivery to customers
- Prepare and review shipping documentation, including bills of lading and export documentation
- Manage relationships with freight carriers and logistics providers
- Monitor shipments and resolve delivery issues as needed
- Ensure compliance with shipping, documentation, and regulatory requirements
Team Leadership & Operational Excellence
- Lead and develop a team across customer service, pricing, and shipping functions
- Establish clear expectations and drive accountability across service levels and order accuracy
- Reduce reliance on individual knowledge through improved documentation and training
- Foster a high-performance, service-oriented team culture
Process Improvement & Operational Efficiency
- Maintain and improve order processing workflows and shipping procedures
- Identify opportunities to enhance operational efficiency and customer responsiveness
- Support reporting related to order volume, fulfillment performance, and service levels
- Partner with leadership to implement scalable processes and systems
Qualifications:
- Bachelor’s degree preferred; equivalent experience will be considered
- 10+ years of experience in order management, customer operations, logistics, or related roles
- Experience in manufacturing, chemical, or other technical product environments
- Proven experience owning the full order lifecycle from intake through fulfillment and delivery
- Strong experience managing product specifications, pricing accuracy, and shipping documentation
- Familiarity with ERP systems for order processing, inventory, and logistics coordination
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Excellent communication skills with a customer-focused, service-oriented mindset
- Demonstrated ability to troubleshoot order, scheduling, and shipping issues effectively
- Experience leading teams and driving accountability across customer service and operational functions
- Ability to operate in a fast-paced, problem-solving environment
Preferred Experience:
- Experience supporting international shipments and export documentation
- Familiarity with hazmat shipping or regulated environments
- Experience in chemical, aerospace, or highly technical manufacturing settings
- Experience driving process improvements and operational efficiencies
- Exposure to ERP systems and reporting tools
Other:
This position description outlines the general scope and responsibilities of the role. All qualified applicants will be considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.
While we sincerely appreciate all interest, only those selected for interview will be contacted.
