Lead Customer Service Manager - SAP B1, Global Orders

AWC (American Water Chemicals); Town of Florida (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

AWC (American Water Chemicals) seeks a Customer Service Manager to lead the team and oversee day-to-day order processing in a B2B environment. You will ensure accurate quotations, orders, pricing, and invoices while guiding the team and serving as SAP Business One expert across Sales, Operations, Accounting, and Logistics.

You will coordinate domestic and international orders, including complex multi-product requirements, and develop efficient processes to improve order-management accuracy and

Qualifications

• Bachelor’s degree preferred; equivalent combination of education and relevant experience may be considered.
• Minimum of 5 years of customer service, order management, or related experience in a B2B environment.
• Previous supervisory, team lead, or management experience with demonstrated ability to train, coach, develop, and support employees.
• Strong hands-on experience with SAP Business One or a similar ERP system in a customer service or order management environment, including quotations, sales orders, pricing, invoicing, and related customer service processes; SAP Business One experience strongly preferred.
• Strong knowledge of B2B order-to-invoice processes and experience managing complex orders involving multiple products, shipping arrangements, delivery requirements, and customer-specific instructions.
• Experience with international order processing, export documentation, and coordination of international shipments preferred.
• Experience implementing or managing customer web ordering, e-commerce, customer portals, or other digital order-management solutions preferred.
• Strong customer service, problem-solving, and decision-making skills with the ability to independently identify discrepancies, resolve issues, and determine when cross-functional coordination or escalation is required.
• Excellent attention to detail, organization and time management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Excellent written and verbal communication skills with the ability to interact professionally with customers, sales representatives, vendors, and employees at all levels of the organization.
• Ability to work effectively across Sales, Operations, Accounting, Logistics, and other internal departments.
• Proficiency with SAP, Microsoft Office Suite, particularly Excel, Word, and Outlook.

Responsibilities

• Lead and oversee the daily activities of the Customer Service team, ensuring consistent, accurate, and timely support for customers and internal teams.
• Supervise, train, coach, and develop Customer Service Representatives; establish clear expectations, monitor performance, and promote accountability and continuous improvement.
• Serve as the department’s SAP Business One expert, providing guidance on system processes, troubleshooting issues, and ensuring accurate and consistent use of SAP by the Customer Service team.
• Oversee the preparation and processing of customer quotations, sales orders, and invoices, ensuring accurate pricing, quantity and customer information, appropriate approvals, and timely completion.
• Coordinate complex orders involving multiple chemical products, packaging configurations, ship-to locations, requested delivery dates, freight requirements, and other customer-specific requirements.
• Oversee international orders and coordinate required shipping, export, customs, and commercial documentation with Logistics, Operations, Accounting, and other departments.
• Proactively identify and resolve order, pricing, delivery, and invoicing issues and serve as the primary escalation point for complex customer concerns.
• Oversee order management from receipt through invoicing, including order entry, product availability, order status, delivery coordination, shipment tracking, and resolution of order-related issues.
• Lead the implementation and ongoing management of web-based customer ordering, including workflows, pricing, product availability, approvals, SAP integration, and customer adoption.

Skills

Customer service management

Team leadership

SAP Business One

Order management

Communication

Problem solving

Attention to detail

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration or related field

Tools

SAP Business One

HubSpot

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

AWC (American Water Chemicals) seeks a Customer Service Manager to lead the team and oversee day-to-day order processing in a B2B environment. You will ensure accurate quotations, orders, pricing, and invoices while guiding the team and serving as SAP Business One expert across Sales, Operations, Accounting, and Logistics.

You will coordinate domestic and international orders, including complex multi-product requirements, and develop efficient processes to improve order-management accuracy and