Customer and Sales Operations Manager

Every day, ANDRITZ continues to deliver successful innovative solutions to our customers globally. Why are we so successful? Because we are passionate and love what we do! We are at the forefront of future engineering technologies, with solutions that ensure the success of our clients in key industries that are shaping the future of the world we live in.

Position: Customer Service Manager for Paper Machine Clothing – North America

Division: Andritz Fabrics & Rolls

Location: Raleigh, NC

Role summary:

Lead and develop a customer service team of direct reports who support the sales team and frontline customers to deliver exceptional experiences, timely order fulfillment, and accurate inventory management. Own daily operations, order and inventory workflows, KPI performance, and cross functional coordination with Sales, Corporate Accounts, Finance, Shared Services, and Logistics.

Core responsibilities:

• Order management
  • Oversee end to end order processing, confirmations, invoicing, returns, and credits to ensure accuracy and on time fulfillment.
  • Maintain accurate system data, and act as escalation point for complex order issues.
• Inventory management
  • Own inventory accuracy with sales team and drive actions to eliminate stock issues
  • Support coordination on inventory with external warehouse teams.
• Team leadership and development
  • Manage, coach, and develop a team of direct reports who directly support the sales team; set goals, run regular 1:1s, and conduct performance reviews.
  • Recruit, onboard, and build bench strength to meet service capacity and succession needs.
• Customer engagement and issue resolution
  • Act as escalation point for complex customer issues, pricing exceptions, and maintain and apply contract pricing structure.
  • Ensure consistent, professional customer communications and follow through until resolution.
• Systems, reporting, and compliance
  • Maintain accurate records in order management systems; produce and maintain regular reports for various functional teams.
  • Ensure compliance with company policies, regulatory requirements, and international shipping regulations; escalate compliance risks when identified.
• Cross functional collaboration and support
  • Partner closely with Sales and Corporate Accounts to support key customer relationships, contract execution, and quotes.
  • Coordinate with Finance for billing, credit, and reconciliation activities.
  • Liaise with Logistics and warehouse teams to resolve shipment, inventory, and fulfillment issues quickly.

Qualifications and experience

• Experience: 5+ years in customer service or operations leadership with experience managing direct reports.
• Systems: Proficiency with CRM and order management systems required; SAP experience is a strong plus.
• Logistics: Hands on experience with domestic order flow required; international shipment experience is a bonus.
• Skills: Strong leadership, communication, analytical, and problem solving skills. Comfortable working cross functionally with Sales, Corporate Accounts, Finance, Shared Services, and Logistics.
• Ability to communicate in French language is a plus.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.