B2B Order Fulfillment Lead | SAP/ERP Expert

Sikla; Buford (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) with company match

Health insurance

Paid time off

Job summary

Sikla USA Inc. is seeking an experienced, hands-on Customer Service & Order Fulfillment Manager to lead and grow our Customer Service department. This role focuses on the complete Order-to-Delivery process in a B2B setting.

The successful candidate will own departmental performance, coach staff, and coordinate with Operations, Sales, Engineering, and Accounting to drive KPI reporting and continuous improvement. This is an onsite, full-time leadership role in Suwanee, GA.

Qualifications

• 5+ years of experience in B2B Customer Service, Order Management, or Order Fulfillment.
• Previous leadership responsibility for a Customer Service or Order Fulfillment team.
• Proven ability to coach, develop, and hold employees accountable.
• Strong understanding of quotations, sales orders, and delivery coordination.
• Hands-on SAP experience with ERP-driven processes.

Responsibilities

• Lead and develop the Customer Service team and monitor daily performance.
• Own the Customer Service portion of the Order-to-Delivery process from inquiry to invoicing.
• Ensure accurate quotations, sales orders, changes, shipping, and delivery coordination.
• Monitor open orders, backorders, product availability, and service performance.
• Serve as escalation point for complex orders and cross-functional issues.
• Collaborate with Management, Sales, Engineering, Supply Chain, and Accounting.
• Improve processes, SOPs, training, and backup structures.
• Develop KPIs for order processing, backlog, and delivery performance.
• Ensure ERP/SAP data quality and process compliance in Customer Service.

Skills

Leadership

Cross-functional

Analytical

Problem solving

English communication

Education

Associate Degree

Bachelor's degree in Business Administration / Supply Chain / Logistics / Operations Management

Tools

SAP

ERP systems

Microsoft Excel

Job description

Sikla USA Inc. is seeking an experienced, hands-on Customer Service & Order Fulfillment Manager to lead and grow our Customer Service department. This role focuses on the complete Order-to-Delivery process in a B2B setting.

The successful candidate will own departmental performance, coach staff, and coordinate with Operations, Sales, Engineering, and Accounting to drive KPI reporting and continuous improvement. This is an onsite, full-time leadership role in Suwanee, GA.