Order Management Customer Operations Lead

ORDER MANAGEMENT CUSTOMER OPERATIONS LEAD

LOCATION

Fort Worth, TX | Hybrid – 3 Days Onsite

COMPENSATION & SCHEDULE

• Pay Rate: $34.67/hour

• Schedule: Monday–Friday, 8:00 AM–5:00 PM

• Employment Type: Contract (W2)

• Contract Extension: Possible

• Start Date: Within 1 month

• Interview Process: Virtual

ROLE IMPACT

Lead daily Order-to-Cash (O2C) customer operations, ensuring accurate order fulfillment, exceptional customer service, and effective oversight of outsourced service providers. Partner with Supply Chain, Distribution, Transportation, Finance, and third-party logistics (3PL) teams to improve operational performance. Drive measurable improvements in service-level agreements (SLAs), key performance indicators (KPIs), cost efficiency, and customer satisfaction.

KEY RESPONSIBILITIES

• Oversee outsourced business process outsourcing (BPO) and 3PL teams, monitor SLAs and KPIs, conduct performance reviews, and resolve escalated customer issues.

• Manage order processing, fulfillment, invoicing, returns, backorders, allocation issues, and customer data accuracy. Coordinate with dispute and deduction teams without directly managing deductions.

• Identify opportunities for process improvement using Lean, Six Sigma, Kaizen, and data-driven analysis to improve service quality and reduce operational costs.

• Coordinate ERP customer maintenance, electronic data interchange (EDI) enhancements, user acceptance testing (UAT), and troubleshooting of ERP and logistics service provider (LSP) interfaces.

• Maintain standard operating procedures (SOPs), support team training, and ensure compliance with FDA, Good Distribution Practice (GDP), SOX, and applicable internal controls.

MINIMUM QUALIFICATIONS

• High school diploma or GED required.

• 5+ years of operational customer relations experience, including Order-to-Cash (O2C), order management, customer service, or related supply chain operations.

• Experience overseeing outsourced service providers or BPO teams, with proficiency in ERP systems, reporting tools, and process improvement.

CORE TOOLS & SYSTEMS

• ERP & Planning: Oracle, Oracle Cloud, SAP, SAP ECC/APO, SAP MM/PP, SAP IBP

• Analytics & BI: Advanced Excel, Power BI, SQL, business intelligence reporting

• Order Management: O2C workflows, EDI, order fulfillment, returns, claims, and backorder management

• Supply Chain: Demand and supply planning, inventory optimization, sales and operations planning (S&OP)

• Inventory Analysis: Safety stock, economic order quantity (EOQ), reorder points, ABC-XYZ analysis, aging analysis

• Logistics: Transportation, route optimization, distribution analysis, 3PL coordination • Process Improvement: Lean, Six Sigma, Kaizen, 5S, value stream mapping, DMAIC

PREFERRED SKILLS

• Bachelor's degree in Business, Supply Chain Management, Operations, or a related field.

• Knowledge of consumer packaged goods (CPG) or pharmaceutical operations, regulatory compliance, and general accounting principles. • Strong analytical, organizational, and communication skills with experience collaborating across departments and improving operational performance.

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