Customer Service & Order Fulfillment Manager

Customer Service & Order Fulfillment Manager Location: Atlanta, GA Confidential Search Overview: We are conducting a confidential search for a Customer Service & Order Fulfillment Manager on behalf of a growing, innovation-driven organization.

This role is critical in leading the end-to-end customer order process, ensuring that customer requirements are accurately translated into production and delivered on time.

This position serves as the central point of coordination between customers, internal technical teams, manufacturing operations, and logistics partners—owning the full lifecycle from order intake through shipment and delivery.

The role requires a high degree of accuracy, as small variations in product specifications, pricing, or documentation can significantly impact customer outcomes.

The Customer Service & Order Fulfillment Manager will lead a team responsible for customer service, order processing, and shipping coordination while driving process consistency, operational efficiency, and scalable growth.

This is a highly visible, customer-facing leadership role that directly impacts customer satisfaction and revenue execution.

Key Responsibilities: Order Management & Customer CoordinationManage incoming customer orders and ensure all specifications and documentation are accurately capturedServe as the primary point of contact for customers regarding order status, specifications, and delivery timelinesTranslate customer requirements into clear product specifications for internal teamsMaintain accurate order records and documentation within the ERP systemSupport strong customer relationships through responsiveness, accuracy, and service excellence Product Specification & Internal CoordinationPartner with R&D, technical teams, and manufacturing to confirm product specifications and production requirementsEnsure alignment between customer orders, production capabilities, and quality standardsMaintain documentation related to product specifications and order changesFacilitate cross-functional communication to ensure seamless execution Shipping & Logistics ManagementCoordinate shipment scheduling to ensure timely delivery to customersPrepare and review shipping documentation, including bills of lading and export documentationManage relationships with freight carriers and logistics providersMonitor shipments and resolve delivery issues as neededEnsure compliance with shipping, documentation, and regulatory requirements Team Leadership & Operational ExcellenceLead and develop a team across customer service, pricing, and shipping functionsEstablish clear expectations and drive accountability across service levels and order accuracyReduce reliance on individual knowledge through improved documentation and trainingFoster a high-performance, service-oriented team culture Process Improvement & Operational EfficiencyMaintain and improve order processing workflows and shipping proceduresIdentify opportunities to enhance operational efficiency and customer responsivenessSupport reporting related to order volume, fulfillment performance, and service levelsPartner with leadership to implement scalable processes and systems Qualifications:Bachelor’s degree preferred; equivalent experience will be considered10+ years of experience in order management, customer operations, logistics, or related rolesExperience in manufacturing, chemical, or other technical product environmentsProven experience owning the full order lifecycle from intake through fulfillment and deliveryStrong experience managing product specifications, pricing accuracy, and shipping documentationFamiliarity with ERP systems for order processing, inventory, and logistics coordinationStrong organizational skills with the ability to manage multiple priorities simultaneouslyExcellent communication skills with a customer-focused, service-oriented mindsetDemonstrated ability to troubleshoot order, scheduling, and shipping issues effectivelyExperience leading teams and driving accountability across customer service and operational functionsAbility to operate in a fast-paced, problem-solving environment Preferred Experience:Experience supporting international shipments and export documentationFamiliarity with hazmat shipping or regulated environmentsExperience in chemical, aerospace, or highly technical manufacturing settingsExperience driving process improvements and operational efficienciesExposure to ERP systems and reporting tools Other: This position description outlines the general scope and responsibilities of the role.

All qualified applicants will be considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

While we sincerely appreciate all interest, only those selected for interview will be contacted.