B2B Customer Service & Order Fulfillment Lead

Sikla USA Inc.; Suwanee (GA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

401(k) plan with company match

Health insurance (medical, dental, and

PTO

Job summary

Sikla USA Inc. in Suwanee, GA is seeking an experienced Customer Service & Order Fulfillment Manager to lead and grow the Customer Service department.

This is an operational B2B leadership role overseeing the complete Order-to-Delivery process, not a consumer call center. You will own order processing, quotations, shipping coordination, ERP/SAP transactions, KPI reporting, and continuous improvement, coordinating with Management, Sales, Engineering, Supply Chain, Purchasing, Warehouse,

Qualifications

• 5+ years in B2B Customer Service, Order Management, Order Fulfillment, or comparable operational function.
• Proven leadership of a Customer Service/Order Fulfillment team.
• Hands-on SAP experience with daily ERP-driven processes.
• Bachelor's Degree in related field preferred; Associate Degree required.

Responsibilities

• Lead and develop the Customer Service team and manage day-to-day performance.
• Own the end-to-end Order-to-Delivery process from inquiry to invoicing.
• Ensure timely processing of quotations, sales orders, and changes; coordinate shipping and delivery.
• Monitor open orders, backorders, and service performance; escalate complex issues.
• Coordinate with Management/ Operations, Sales, Engineering, Supply Chain, Purchasing, Warehouse, Logistics, and Accounting.
• Establish and improve SOPs, training plans, and backup structures; review KPIs.
• Ensure ERP/SAP data quality and process compliance in Customer Service.
• Support major projects and customer-specific requirements for Sikla USA.

Skills

Leadership

Customer service

English communication

Problem solving

Education

Associate Degree

Bachelor's Degree in Business Administration / Supply Chain / Logistics

Tools

SAP

Microsoft Excel

Job description

Sikla USA Inc. in Suwanee, GA is seeking an experienced Customer Service & Order Fulfillment Manager to lead and grow the Customer Service department.

This is an operational B2B leadership role overseeing the complete Order-to-Delivery process, not a consumer call center. You will own order processing, quotations, shipping coordination, ERP/SAP transactions, KPI reporting, and continuous improvement, coordinating with Management, Sales, Engineering, Supply Chain, Purchasing, Warehouse,