Order Management Manager, C-process

KONE Corporation; Hyvinkää; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Career development

Leadership growth

Competitive compensation

Job summary

KONE's Global Spares Supply (GSS) seeks a Leader to drive Customer Service Operations for complex, configurable orders. You will set priorities, monitor KPIs, and ensure high-quality service while coaching staff and promoting collaboration across stakeholders.

In this role you will oversee daily operations, handle inquiries, and lead continuous improvement to enhance efficiency and customer experience. Strong English and prior SAP experience are essential.

Qualifications

• Experience leading a customer-focused team in a busy operational environment.
• 3–5 years in supply chain, order management or customer service operations.
• Proven people leadership and process management with measurable results.
• Fluent in English; strong communication with internal and external stakeholders.

Responsibilities

• Lead and develop the Customer Service Operations team for non-standard, complex and configurable orders.
• Set clear priorities, monitor KPIs, service levels and quality standards.
• Coach team members and promote knowledge sharing.
• Oversee daily operations and handle inquiries and escalations promptly and professionally.
• Provide management with regular performance updates, insights and recommendations.

Skills

People leadership

Process management

Analytical mindset

Communication skills

Prioritization

Education

Bachelor’s or Master’s degree

Tools

SAP SD/MM

Job description

KONE's Global Spares Supply (GSS) plans, sources and delivers quality spare parts and maintenance materials to KONE frontlines and distributors across the globe. We stock over 60,000 materials across 4 distribution centers and fulfill over 600,000 orders per year. GSS plays a key role in enabling our maintenance business to achieve sustainable success with customers.

Key Responsibilities

• Lead, manage and develop the Customer Service Operations team responsible for non-standard, complex and configurable orders, including escalated cases.
• Set clear priorities and objectives, monitor team performance, and ensure agreed KPIs, service levels and quality standards are consistently achieved.
• Coach and support team members, fostering professional development, effective collaboration and a culture of open communication and knowledge sharing.
• Oversee daily operations and ensure customer enquiries and critical cases are handled promptly, professionally and effectively.
• Maintain proactive communication with internal and external stakeholders, providing transparency on performance, exceptions and improvement actions.
• Analyze operational data, identify trends and risks, and lead continuous improvement initiatives that enhance efficiency and the customer experience.
• Support resource planning, competence development and succession planning within the team.
• Provide management with regular performance updates, insights and recommendations.

Qualifications

• Proven experience in leading and developing a customer-focused team in a busy operational environment.
• At least 3-5 years of relevant experience in supply chain, order management, customer service operations or operational development.
• Experience in people leadership and process management, with the ability to translate objectives into clear actions and measurable results.
• Strong communication and interpersonal skills, with a professional and confident approach to working with internal and external stakeholders.
• Excellent organizational and prioritization skills, with the agility to adapt quickly and manage competing priorities and deadlines.
• An analytical and improvement-oriented mindset, with the ability to use data to identify trends, risks and development opportunities.
• A positive, proactive and solution-focused approach.
• Experience with SAP SD/MM modules.
• A relevant bachelor's or master's degree, or equivalent experience.
• Fluency in English.

What We Offer

• A supportive and collaborative work environment.
• Opportunities for career development and leadership growth.
• Competitive compensation and benefits.
• The ability to influence and improve key operational processes.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow.

In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.