Order Fulfillment & Customer Care Manager

Holiday Outdoor Decor; Allentown (Lehigh County); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Merit increases

Paid holidays

Paid Time Off

Incentive bonus programs

Medical

Dental

Vision

401(k) + match

Job summary

Holiday Outdoor Decor is seeking a Customer Service & Order Fulfillment Manager to lead the end-to-end order process from order acceptance through delivery. You will coordinate with Sales, Operations, Purchasing, Warehouse, and Finance to prevent delays and resolve issues quickly, while driving improvements in ERP and CRM workflows.

The role requires strong communication, organization, and a customer-first mindset, with a focus on data-driven process optimization and cross-functional

Qualifications

• 5+ years in customer service, order fulfillment, purchasing, or similar functions.
• Experience owning business processes and driving cross-department improvements.
• Strong customer service orientation with escalation management.
• Experience with purchasing, order fulfillment, inventory, and logistics.
• Experience with ERP and CRM systems; knowledge of workflows and gaps.
• High data accuracy and attention to detail with analytical mindset.

Responsibilities

• Own and improve the order fulfillment process from acceptance to delivery.
• Ensure orders are complete and properly entered in the ERP system.
• Collaborate with Sales, Operations, Purchasing, Warehouse, and Finance to resolve delays.
• Monitor orders, fulfillment status, backorders, and risks; communicate status to stakeholders.
• Establish metrics for order accuracy, on-time shipment, and aging.
• Lead root-cause analysis and process improvements for fulfillment.
• Serve as owner for ERP/CRM workflow improvements.
• Oversee post-sale customer service needs and warranty claims.
• Coordinate product returns, credits, repairs, or replacements as needed.
• Maintain records of interactions and resolutions in the systems.

Skills

Customer service

Order fulfillment

Purchasing

Supply chain

Operations

ERP (Sage Intacct)

CRM (Salesforce)

Data analysis

Communication

Cross-functional collaboration

Education

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

Tools

Sage Intacct ERP

Salesforce CRM

Microsoft Excel

Job description

Holiday Outdoor Decor is seeking a Customer Service & Order Fulfillment Manager to lead the end-to-end order process from order acceptance through delivery. You will coordinate with Sales, Operations, Purchasing, Warehouse, and Finance to prevent delays and resolve issues quickly, while driving improvements in ERP and CRM workflows.

The role requires strong communication, organization, and a customer-first mindset, with a focus on data-driven process optimization and cross-functional