Order Fulfillment Manager

Job Summary:

The Order Fulfillment Manager is responsible for ensuring the seamless execution of the order-to-cash process, focusing on accurate order processing, efficient inventory management, and timely delivery to customers around the world. This role requires deep expertise in SAP (mandatory) and a thorough understanding of global supply chain operations, particularly in a complex, high-growth, manufacturing environment. The Order Fulfillment Manager will collaborate cross-functionally with internal teams such as sales, production, procurement, and logistics, as well as external customers and vendors, to drive customer satisfaction and operational excellence.

Key Job Responsibilities:

Order Management & Fulfillment:

• Oversee the entire order-to-delivery process, ensuring accurate and timely order entry, processing, and fulfillment.

• Lead and manage the customer order lifecycle from sales order receipt through product delivery, working closely with customer service, production, and logistics teams.

• Monitor order status and proactively resolve any issues related to order delays, discrepancies, or cancellations.

• Ensure on-time delivery performance by closely monitoring manufacturing schedules, capacity planning, and shipping arrangements.

• Responsible for process compliance and process improvements for Order Fulfillment, including all documentation of process and procedures.

• Serve as the primary point of contact for Project Management team regarding order status, product availability, and delivery timelines.

• Collaborate with Customer Success teams to support customer retention and business growth through effective order management.

SAP System Management:

• Act as the in-house SAP expert, managing and optimizing all relevant SAP modules (e.g., SD, MM, WM) related to order processing, inventory control, and invoicing.

• Maintain SAP data settings to improve order fulfillment efficiency and accuracy, including troubleshooting and resolving system issues.

• Train, mentor, and support staff on SAP functionality, ensuring they are fully equipped to manage order fulfillment tasks within the system.

• Develop reports and dashboards in SAP to monitor KPIs and ensure data integrity.

• Define and drive key operational initiatives such system enhancements and digital enablement, and continuous improvement initiatives that will support key operational metrics such as On-Time Delivery.

Cross-functional Collaboration:

• Work closely with internal teams such as production, procurement, finance, and sales to ensure alignment on order fulfillment priorities and resolve any process bottlenecks.

• Actively participate in cross-functional meetings to review production schedules, address capacity constraints, and ensure on-time fulfillment.

• Partner with finance to manage credit holds, customer invoicing, and dispute resolution related to order discrepancies.

• Utilize SAP to help optimize inventory controls by ensuring usage of stocks where available.

• Collaborate with Logistics and 3PL teams to ensure timely and cost-effective shipping of products.

• Drive allocation of products where necessary.

Continuous Improvement & KPI Monitoring:

• Analyze key performance indicators (KPIs) such as order accuracy, on-time delivery, and lead times, using SAP-generated reports to drive improvements.

• Implement process improvements to enhance order fulfillment efficiency, reduce lead times, and improve customer satisfaction.

• Lead initiatives to enhance operational efficiency, including automation of manual processes, system enhancements, and adoption of best practices.

• Ensure compliance with internal policies and external regulations regarding order fulfillment, logistics, and inventory control.

KPIs to Measure Success:

• Order accuracy rates

• On-time delivery performance

• Inventory turnover rates

• SAP data accuracy and system uptime

• Customer satisfaction scores (CSAT)

• Reduction in shipping delays and costs

• ISO certification/audit, and Sarbanes Oxley Controls compliance

Qualifications:

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or related field. A Master’s degree or professional certifications (e.g., APICS CPIM, CSCP) is a plus.

• 7+ years of experience in order fulfillment, supply chain, or logistics management in a global manufacturing environment, preferably in renewable energy or a related industry.

• Strong expertise in SAP (S/4HANA or ECC) is mandatory, including hands-on experience with order processing, inventory control, and distribution modules.

• Proven track record of managing global order fulfillment processes, including coordinating across multiple production sites and regions.

• Advanced SAP skills, including configuration, troubleshooting, and optimization of order fulfillment processes.

• Strong understanding of end-to-end supply chain operations, including demand planning, inventory management, production scheduling, and logistics.

• Exceptional leadership and team management skills with experience leading cross-functional teams and driving performance improvements.

• Analytical and problem-solving skills, with the ability to identify process gaps, propose solutions, and implement improvements.

• Excellent communication and interpersonal skills for managing internal and external stakeholders, including customers, vendors, and cross-functional teams.

• Experience with international shipping, trade compliance, and customs regulations.

• Proficiency in MS Office (Excel, PowerPoint, Word) and experience with reporting tools.

• Knowledge of Lean Manufacturing, Six Sigma, or other continuous improvement methodologies is highly desirable.

• Ability to work in a fast-paced, high-growth environment, managing competing priorities and tight deadlines.

At Array Tech, Inc, we strive to lead with our culture, and believe that our people are a key enabler of our future state. Our total rewards philosophy supports Array’s ability to attract, develop, and retain our employees. We offer competitive compensation, benefits and wellness programs that align with the local markets where we do business.

Array Tech, Inc. offers equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity, and gender expression, or any other legally protected status.