Functional Services Support Manager

Functional Services Support Manager

Job Number: 357550

Category: Operations/Production Leadership

Description: Job Title: Functional Services Support Manager

Location: Cary, NC - Hybrid

Zip Code: 27513

Start Date: ASAP

Job Type: Direct Hire

Pay Rate: Up to $120,000 - $145,000 /salary DoE

Keywords: #CustomerService #SupplyChain

The Functional Services Support Manager is responsible for leading and optimizing key transactional and system-integrated services that support the Order-to-Cash cycle. This role oversees processes such as OCR (Optical Character Recognition), EDI (Electronic Data Interchange), customer master data, pricing, payment terms, commissions, and rebates, ensuring accuracy, efficiency, and alignment with business rules.

JOB RESPONSIBILITIES:

Process Governance

- Lead end-to-end processes for OCR, EDI, pricing, commissions, rebates, and customer master data

- Ensure standardization, documentation, and compliance with internal policies and audit requirements

- Maintain business rules for terms, discounts, and incentive structures

System & Data Integrity

- Own business-side configuration and validation in ERP systems (D365)

- Partner with IT and Digital teams to resolve system issues and test enhancements

- Monitor and improve data accuracy through audits and reconciliations

Cross-functional Collaboration

- Act as liaison between Customer Service, Finance, Sales, and Digital/IT

- Support customer onboarding for EDI/OCR and pricing setup

- Ensure proper application of commissions and rebates with Sales Operations

Issue Resolution & Process Improvement

- Investigate and resolve pricing, rebate, commission, and customer setup issues

- Drive automation and process optimization initiatives

- Monitor KPIs such as pricing accuracy, dispute rates, and EDI success

Team & Project Leadership

- Lead cross-functional support (internal/outsourced) to maintain service levels

- This position manages all customers, sales, rebate programs, and agents in North America.

- Drive and support initiatives like ERP enhancements and pricing transformation

- Train stakeholders on system changes and process updates

REQUIRED QUALIFICATIONS:

* 5+ years in customer service operations, sales operations, or order-to-cash related roles

* Strong technical understanding of ERP systems (SAP, D365) and digital tools such as OCR and EDI

* Experience with pricing, rebates, commissions, or trade terms management

* Strong analytical and troubleshooting skills

* Ability to work across functions and translate business needs into system and process solutions

* Excellent organizational and communication skills

EOE/F/M/Disability/Veterans

Location: Cary , NC

Minimum Experience (yrs):

Required Education: Not Specified

Benefits:

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