B2B Customer Service & Order Fulfillment Lead (SAP/ERP) – Onsite GA

Sikla Group; Suwanee (GA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Performance-based bonus

Job summary

Sikla USA Inc. in Suwanee, GA seeks a seasoned Customer Service & Order Fulfillment Manager to lead our Order-to-Delivery process and develop the Customer Service department.

This hands-on, operational B2B leadership role reports to management and collaborates acrossSales, Operations, Engineering, and Logistics to optimize performance. The ideal candidate will have 5+ years in B2B order management, direct team leadership, SAP ERP experience, and a track record of establishing processes and KPIs.

Qualifications

• 5+ years in B2B Customer Service, Order Management or related function.
• Leadership responsibility for a Customer Service / Order team.
• Proven ability to lead, coach and develop employees.
• Strong understanding of quotations, sales orders, shipping and delivery coordination.
• Hands-on SAP experience with ERP-driven processes.
• Experience in manufacturing / industrial distribution / technical B2B environment preferred.
• Experience establishing processes, KPIs, reporting and continuous improvement.
• Cross-functional, analytical, organizational and problem-solving skills.
• Excellent written and spoken English; advanced MS Office, esp. Excel.
• Associate Degree required; Bachelor's preferred.

Responsibilities

• Lead, coach, develop, and manage the Customer Service team.
• Own the Customer Service portion of the Order-to-Delivery process.
• Ensure accurate processing of quotations, sales orders, and delivery requests.
• Monitor open orders, backorders, and delivery commitments.
• Serve as primary escalation point for complex orders and issues.
• Coordinate with Management/Operations, Sales, Engineering, and Accounting.
• Establish and improve SOPs, training plans, and backup structures.
• Develop KPIs for order processing, backlog, and service quality.
• Ensure ERP/SAP data quality and process compliance.

Skills

Leadership

SAP

ERP knowledge

Order fulfillment

Excel

English communication

Education

Associate Degree

Bachelor's Degree

Tools

SAP

ERP software

CRM tools

Job description

Sikla USA Inc. in Suwanee, GA seeks a seasoned Customer Service & Order Fulfillment Manager to lead our Order-to-Delivery process and develop the Customer Service department.

This hands-on, operational B2B leadership role reports to management and collaborates acrossSales, Operations, Engineering, and Logistics to optimize performance. The ideal candidate will have 5+ years in B2B order management, direct team leadership, SAP ERP experience, and a track record of establishing processes and KPIs.