Services Manager- Order Management

Requisition Number: 98136

The Services Manager is responsible for leading a high-performing team dedicated to ensuring the seamless execution of all Sustainability customer orders. This includes overseeing account management, order fulfillment, customer service, inventory management, and client escalations. The Manager will drive continuous improvement within the department, ensuring all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met.

Essential Duties and Responsibilities:

• Team Leadership:
  • Lead, mentor, and develop a high-performing team of Account & Order Management professionals.
  • Foster a positive and collaborative team environment that promotes growth and employee engagement.
  • Conduct regular performance reviews, provide constructive feedback, and identify training needs.
  • Recruit, interview, hire, and onboard new team members.
• Order Management:
  • Oversee the entire order lifecycle, from order entry and processing to fulfillment and delivery.
  • Monitor order status, identify and resolve any potential delays or issues.
  • Ensure accurate and timely order fulfillment, meeting all customer deadlines and expectations.
  • Implement and maintain efficient order management processes and systems.
• Account Management:
  • Build and maintain strong relationships with key customers.
  • Proactively identify and address customer needs and concerns.
  • Collaborate with sales and other departments to ensure customer satisfaction.
• Customer Service:
  • Handle customer inquiries and resolve issues promptly and professionally.
  • Escalate complex issues to appropriate departments for resolution.
  • Monitor customer feedback and identify areas for improvement.
• Inventory Management:
  • Monitor inventory levels and ensure adequate stock to meet order demands.
  • Collaborate with procurement to optimize inventory levels and minimize stockouts.
  • Implement and maintain accurate inventory tracking systems.
• Process Improvement:
  • Continuously analyze and identify opportunities to improve department processes and efficiency.
  • Implement and monitor changes to improve order accuracy, reduce lead times, and enhance customer satisfaction.
  • Drive process standardization and best practices across the team.
• KPI & SLA Management:
  • Monitor and track key performance indicators (KPIs) and service level agreements (SLAs) related to order fulfillment, customer satisfaction, and team performance.
  • Analyze data to identify trends and areas for improvement.
  • Develop and implement action plans to address performance gaps.
• Change Management:
  • Lead and support organizational change initiatives within the department.
  • Communicate effectively with team members regarding changes and their impact.
  • Provide training and support to ensure a smooth transition to new processes and systems.
• Client Escalations:
  • Manage and resolve escalated client issues in a timely and professional manner.
  • Communicate proactively with clients regarding the status of escalated issues.
  • Identify root causes of escalated issues and implement corrective actions.

Qualifications:

• Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
• 5+ years of experience in order management, customer service, or a related field.
• 3+ years of experience in a supervisory or management role.
• Strong leadership, communication, and interpersonal skills.
• Excellent analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with CRM and ERP systems (e.g., ServiceNow, SAP).
• Ability to work effectively under pressure and meet deadlines.
• Excellent customer service orientation.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes:Hanover Park||Illinois (US-IL)||United States (US)||Distribution Center|| None||US - Hanover Park, IL||