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Technogym · 2 hours ago

Customer Service & Order Fulfillment Manager

Jersey City, NJ

Full-time

Onsite

Mid, Senior Level

$100K/yr - $115K/yr

Technogym is a world-leading brand in wellness and fitness, known for innovative solutions that inspire people to live healthier lifestyles. They are seeking a Customer Service & Order Fulfillment Manager to ensure the efficient execution of the Order to Cash process while delivering exceptional customer experience and maintaining cost efficiency.

FitnessHealth Care

Responsibilities

Oversee the end-to-end Order to Cash process, ensuring customer expectations are met regarding experience and cost efficiency

Drive customer satisfaction and loyalty by managing and improving Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics

Ensure the implementation and achievement of KPIs related to TECHNOGYM CARE activities

Proactively work with the Logistics team to manage 3PLs, ensuring compliance with Service Level Agreements (SLA) and delivering a superior D&I customer experience

Ensure the achievement of sales objectives, liaising proactively with sales so to identify and reduce backlog, slippage and minimizing revenues deviations

Ensure accurate and compliant invoicing, adhering to local fiscal laws and IFRS Group Revenue Recognition policies

Support the leadership team to develop reliable and accurate sales forecasts (Monthly, Quarterly, Semester, Year-end)

Guarantee precise and timely orders process and portfolio order management (backlog), assuring data quality, consistency and reliability

Guarantee an effective Close the Loop process, in line with Technogym policies

Responsible to ensure proper Governance and Compliance of Order To Cash Process

Ensure the continuous improvement of costs and stock optimization and that OTC is lean, effective and efficient

Build a solid, robust, right-sized, competent, data driven, customer oriented and engaged team

Qualification

Order FulfillmentLogistics ManagementWarehouse ManagementFinancial AcumenData AnalysisProject ManagementEmpathetic LeadershipMicrosoft OfficeERP (SAP preferred)SalesforcePower BIWMS PlatformsCustomer FocusProblem SolvingNegotiation

Required

Customer-focused with a deep sense of care and a strong commitment to delivering exceptional experiences that reflect the excellence and sophistication of a luxury brand

Proven expertise in Order Fulfillment, Logistics Management, or a related discipline, ideally within a fast-paced, highly complex B2B and B2C environments

In-depth knowledge of warehouse management, delivery and installation processes, and international importation procedures

Strong financial acumen, with the ability to manage costs effectively and make data-driven decisions

Excellent skills in project management, problem-solving, negotiation, and analytics

Provides strong, empathetic leadership that inspires and develops high-performing teams

Advanced proficiency in Microsoft Office and hands-on experience with ERP (SAP preferred), Salesforce, Power BI and WMS platforms

Able to work on-site 5x/week at our Jersey City offices