Customer Demand & Service Manager

We are looking for a talented Customer Order Management Supervisor to join our team specializing in Supply Chain Planning in Rocky Mount, NC. 

In this role, you will make an impact in the following ways:

• Drive Operational Excellence
  By planning, prioritizing, and scheduling team activities, you'll ensure seamless service delivery and consistent customer satisfaction.
• Empower and Develop Your Team
  Through coaching, performance evaluations, and development plans, you’ll build a high-performing team that meets and exceeds targets.
• Champion Customer-Centric Culture
  You’ll instill a culture of empathy, compassion, and proactive support, ensuring every customer interaction reflects excellence.
• Optimize Tools and Processes
  By ensuring proper use of systems, documentation, and procedures, you’ll enhance efficiency and reduce errors in order management.
• Lead Problem-Solving Initiatives
  You’ll identify recurring issues, lead cross-functional resolutions, and implement sustainable improvements that benefit both customers and internal teams.
• Own and Improve Performance Metrics
  By tracking KPIs and analyzing trends, you’ll identify opportunities for improvement and drive initiatives that elevate team performance.
• Enhance Cross-Functional Collaboration
  You’ll act as a bridge between Customer Order Management and other departments, ensuring alignment and integration across the business.
• Drive Continuous Improvement
  Through local and global projects, you’ll lead innovation efforts that streamline operations, improve customer experience, and future-proof the department.

To be successful in this role you will need the following: 

• Stakeholder Awareness & Balance 
  Understand the priorities of internal teams, customers, and leadership—and make decisions that align with the broader business while addressing competing needs. 
• Team Building & Identity 
  Create a strong team culture where individuals feel valued, empowered, and united around shared goals. Leverage diverse perspectives to drive innovation and performance. 
• Collaborative Mindset 
  Build trust-based partnerships across departments and geographies. Foster open communication and shared accountability to achieve cross-functional success. 
• Talent Development Focus 
  Invest in your team’s growth by identifying strengths, providing stretch opportunities, and aligning development plans with both individual aspirations and business needs. 
• Clear Direction & Delegation 
  Set clear expectations, delegate effectively, and remove roadblocks so your team can execute confidently and independently. 
• Accountability Culture 
  Model accountability in your own work and hold others to commitments. Use feedback and performance data to drive continuous improvement. 
• Complexity Management 
  Navigate ambiguity and high-volume information by identifying patterns, simplifying processes, and making sound, data-informed decisions. 
• Strategic Planning & Alignment 
  Prioritize initiatives that align with organizational goals. Ensure your team’s work ladders up to broader business objectives and delivers measurable impact. 

Education, Licenses, Certifications: 

• College, university, or equivalent degree required. 
• This position may require licensing for compliance with export controls or sanctions regulations. 
   

Experience: 

• Intermediate level of experience required. 
• 3-5 years of relevant work experience preferred. 
• Customer order management; customer facing; supply chain/logistics; international trade experience preferred.

Additional Information: 

• This role is 100% onsite, 5 days a week
• Leads a team of Customer Service Representatives (CSR)/Outbound Coordinators (OBC) to ensure customer demand is met in a timely manner and with customers' expectations to minimize customer's escalations.
• Leads a team of Production Schedulers to ensure smooth, efficient, and prioritize production plans and updates are in place for Plant Operations Team to meet customers' demand and priorities.