Order Fulfillment Manager
Beschreibung
About Us:
By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable, and sustainable energy solutions for today—and tomorrow. Our fuel-flexible Waukesha gas engines are designed for reliable performance in isolated, mission-critical and demanding applications, delivering dependable energy even under high-stress conditions. It’s time to take engines to a place no one else can. Welcome to a World of Innovation and Inspiration. Welcome to INNIO!
Position Overview:
Reporting to the Senior Manager, Remanufacturing & Overhaul Operations, the Order Fulfillment Manager is responsible for overseeing the end-to-end process of service order management, ensuring timely and accurate fulfillment of customer service requests for Waukesha gas engine products. This role coordinates cross-functional teams, optimizes workflows, and drives continuous improvement to deliver exceptional customer satisfaction.
Responsibilities:
- Manage and oversee the complete End to End service order fulfillment process, from order receipt to delivery and closure for Service components and kits.
- Coordinate with internal teams (Service Sales, 3PL logistics , Planning, SIOP and Finance) to ensure smooth execution of service orders.
- Monitor service order status, proactively resolve bottlenecks, and communicate updates to stakeholders.
- Develop & maintain KPI’s to measure & improve operational effectiveness and customer satisfaction
- Ensure compliance with company policies, contractual obligations, and regulatory requirements.
- Analyze service order data to identify trends, inefficiencies, and opportunities for process improvement.
- Develop and implement best practices for order fulfillment, focusing on customer satisfaction, accuracy and productivity
- Manage emergency/afterhours customer support within the fulfillment team.
- Lead, train, and motivate the service order fulfillment team to achieve performance targets.
- Collaborate with IT and process owners to enhance digital tools and reporting for service order management.
- Handle escalations and complex service order issues, ensuring prompt resolution.
- Prepare regular reports on service order fulfillment KPIs for management review.
- Support new product/service launches and process changes as required.
- Manage the iStore customer facing tool with other internal stakeholder departments
Minimum Requirements:
- Bachelor’s degree in Business Administration, Supply Chain, Engineering, or related field.
- 5 years experience supervising a fulfillment/distribution team.
- Proven experience in order fulfillment, service operations, or supply chain management (preferably in industrial, distribution settings).
- Strong leadership, organizational, and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Proficiency in ERP systems (Oracle preferred) and MS Office; experience with digital service management tools is a plus.
- Ability to work in a fast-paced, dynamic environment.
Desired Skills:
- Strong customer focus with a commitment to delivering high-quality service.
- Proactive and results-oriented mindset.
- Excellent analytical and critical thinking abilities.
- Adaptable and open to change in a dynamic business environment.
- High attention to detail and accuracy.
- Strong interpersonal skills and ability to work collaboratively across teams.
- Effective time management and prioritization skills.
- Positive attitude and resilience under pressure.
- Strong sense of ownership and accountability.
#Waukesha
INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.