Customer Service & Order Fulfillment, Sr. Manager,

Church & Dwight; Ewing Township (NJ); Hybrid; USD 130,000 - 185,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid time off

401k with match & profit-sharing

Discounted Employee Stock Purchase

Job summary

Church & Dwight is seeking a Sr. Manager, Customer Service & Order Fulfillment to lead the global customer service organization across domestic and international markets from our Ewing, NJ base.

The role partners with Sales, Supply Chain, Operations and IT to drive end-to-end order-to-cash excellence, OTIF, and continuous improvement while developing a high performing team.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, Operations, or related field.
• 8+ years in customer service, order management, supply chain, or commercial operations.
• 3+ years of people leadership experience.

Responsibilities

• Lead and develop domestic and international customer service teams with clear expectations and succession planning.
• Oversee end-to-end order management: entry, changes, cancellations, material availability, credit coordination, invoicing support.
• Serve as escalation point for complex issues, service failures, backorders, system exceptions, and disruptions.
• Own customer service performance by monitoring OTIF, order accuracy, backorders, service levels, and other KPIs.
• Drive continuous improvement across order-to-cash by standardizing processes and reducing errors.
• Partner with IT to optimize SAP S/4HANA, EDI transactions, customer portals, and reporting tools.
• Collaborate with Sales, Supply Planning, Production, Logistics, Credit, and Master Data to meet customer requirements.

Skills

Leadership

SAP S/4HANA

EDI knowledge

Analytics & KPIs

Problem solving

Communication

Change management

Industry knowledge

Education

Bachelor's degree in Business, Supply Chain, Logistics, Operations or related field

Tools

SAP S/4HANA

EDI

Reporting platforms

Customer portals

Job description

A collective energy and ambition. A place where you can make a real difference.

We're a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Job Summary

Church & Dwight is seeking a Customer Service & Order Fulfillment, Sr. Manager to join our team. This role is responsible for leading the Specialty Products Division customer service organization across domestic and international markets.

About the Role

This role is accountable for customer experience, order-to-cash execution, operational performance, team development, and continuous improvement. The position partners across Sales, Supply Chain, Operations, Quality, Finance, Credit, Master Data, Transportation, Warehousing, and IT to support business growth, resolve service issues, and improve end-to-end execution.

Work Environment

• Hybrid: This is a hybrid role based in Ewing, NJ and requires in person attendance on Tuesdays, Wednesdays, and Thursdays, with remote work options on Mondays and Fridays.

Role Accountabilities and Responsibilities

• Lead, coach, and develop the domestic and international customer service team, establishing clear expectations, accountability, development plans, resource coverage, and succession strategies.
• Oversee end-to-end customer order management, including order entry, order changes, cancellations, material availability, credit coordination, customer pickups, transportation coordination, documentation, and invoicing support.
• Serve as the escalation point for complex customer issues, service failures, backorders, system exceptions, and supply chain disruptions, ensuring timely communication and effective resolution.
• Own customer service performance management by monitoring OTIF, order accuracy, backorders, service levels, and other relevant KPIs.
• Drive continuous improvement across the order-to-cash process by standardizing work, reducing errors and manual effort, improving cross-functional communication, and strengthening the customer experience.
• Partner with IT and business teams to optimize SAP S/4HANA, EDI transactions, customer portals, reporting tools, and automation; support system enhancements, testing, training, and user adoption.
• Collaborate with Sales, Supply Planning, Production, Logistics, Credit, and Master Data teams to resolve operational constraints, maintain compliance, and meet customer requirements.

Skills and Competencies

• Demonstrated ability to lead, coach, and develop customer service teams across domestic and international operations.
• Working knowledge of SAP S/4HANA and order-to-cash processes strongly preferred.
• Experience with EDI order processing, customer integrations, reporting platforms, and digital customer service tools preferred.
• Strong analytical capability with experience developing, monitoring, and communicating customer service KPIs and operational trends.
• Proven problem-solving and continuous improvement skills, with the ability to identify root causes and implement sustainable solutions.
• Excellent written and verbal communication, stakeholder management, and customer escalation skills.
• Ability to manage competing priorities, lead through change, and maintain accuracy, urgency, and accountability.
• Experience in manufacturing, chemicals or animal nutrition preferred.
• Exhibit the C&D Global Behaviors required within the Specialty Products Division, including being digitally savvy, maintaining a positive attitude, simplifying processes, helping others, aiming high, and getting the facts.

Education and Experience

• Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related field

• 8+ years of progressive experience in customer service, order management, supply chain, or commercial operations, including 3+ years of people leadership experience. Equivalent combinations of education and directly relevant experience may be considered.

Compensation and Benefits

The U.S. base salary range for this full-time position is $130,200-$185,400. This position is also eligible for a bonus.

As a Church & Dwight US employee, you (and eligible dependents, as applicable) will have access to medical, dental, vision, basic life insurance, paid vacation and sick time, and Paid Parental Leave. U.S. employees are entitled to paid holidays, floating holidays, and vacation days starting in their first year of employment depending on hire date. You are also able to participate in our 401k retirement plan (with company match and profit-sharing) and Discounted Employee Stock Purchase Plan.

The actual base pay offered to the successful candidate will be based on multiple factors, including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.

#LI-Hybrid

Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities. For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/