Order Management Leader- Concrete Accessories

About Us:

Afinitas, headquartered in St. Louis, Missouri, is a global leader in equipment, forming systems, and essential accessory products that support transportation, water, and utility precast concrete infrastructure worldwide. We provide industry-leading production equipment; highly engineered formwork; and a broad portfolio of precast concrete, electrical, and construction accessories, along with structural products and systems designed for bridge, highway, and heavy construction applications. Afinitas is part of BW Forsyth Partners, LLC, the investment group of global manufacturing and engineering consulting firm Barry-Wehmiller, a $3 billion organization with nearly 12,000 team members, united by a common belief: to use the power of business to build a better world.

 

 

Job Description:

The Order Management Leader is responsible for delivering an exceptional customer experience by leading a team that delivers simple order intake and quoting, provides outstanding support, and resolves issues efficiently while building and strengthening customer relationships. This leader is responsible for the development and streamlining of order management and quoting processes, training team members, and aligning our customer service strategies with overall business objectives. The leader will collaborate with sales, operations, and supply chain teams to improve service levels and customer satisfaction.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Customer Service Leadership & Strategy:

• Develop and implement strategies that

  • 1. enhance the customer experience and drive satisfaction

  • 2. streamline internal processes to improve efficiencies and communication

  • 3. enable growth and ease the integration of new product lines and organizations

• Partner with and support internal and external sales to provide a holistic customer experience

• Set service level expectations and ensure timely, effective issue resolution

• Establish and monitor key performance indicators (KPIs) for customer service effectiveness

• Lead initiatives to continuously improve processes, response times, service quality, and communication

Team Management & Development:

• Integrate, hire, train, and develop a high-performing customer service team

• Provide coaching and support to team members to enhance their skills and engagement

• Foster a culture of accountability, problem-solving, and customer focus

• Conduct regular performance reviews and feedback sessions

Customer Engagement & Problem Resolution:

• Ensure prompt and professional handling of customer inquiries, complaints, and service requests

• Serve as the escalation point for complex customer issues, working cross-functionally to find and deliver solutions

• Develop proactive customer service approaches to anticipate and address potential issues before they escalate

Process Improvement & Efficiency:

• Identify gaps and inefficiencies in customer service processes and implement solutions to improve service delivery

• Utilize CRM systems and data analytics to track customer interactions and drive improvements

• Collaborate with leadership, operations, supply chain, and sales teams to resolve systemic issues affecting service levels

Reporting & Performance Metrics:

• Measure and publish customer satisfaction scores, response times, and issue resolution rates

• Provide regular reports on customer service performance and improvement initiatives

• Implement feedback loops to gather insights and adjust service strategies accordingly

QUALIFICATIONS

• Bachelor’s degree in business, Customer Service, Communications, or related field

• 5+ years of experience in customer service leadership within a manufacturing, industrial, or service-based industry

• Strong leadership skills with a proven ability to build and manage high-performing teams

• Excellent problem-solving, communication, and conflict-resolution skills

• Experience with CRM systems, customer analytics, and service improvement initiatives

• Ability to develop and implement customer service policies, procedures, and training programs

Success Metrics:

• Improvement in customer satisfaction and retention rates

• Reduction in response times and resolution timelines

• Enhanced efficiency in customer service processes

• Positive team engagement and performan