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Alfa Laval Logo Alfa Laval · IT - Administration

Order Support Manager

United States, Greenwood Employment contract 80000.00 - 115000.00 USD / Year · Job Posted May 20, 2026
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Job Description

The Order Support Manager leads a team of approximately 10–12 Order Entry Specialists responsible for the accurate, complete, and timely entry of customer purchase orders into company systems following quote approval. This role ensures that every order entering the fulfillment pipeline is validated against the approved quote free of data errors and handed off to the Customer Fulfillment team in a state of readiness. The Order Support Manager reports to the Sr. Order Support Manager and is a key operational partner to the Quote Support Manager and Workflow Optimization Manager in maintaining end-to-end process integrity from quote to order acknowledgment.

Job Responsibility

  • Leads, coaches, and develops a team of approximately 10–12 Tier 1 Order Entry Specialists
  • Conducts regular 1:1s, team huddles, and performance reviews
  • Partners with the Training & Knowledge Specialist to identify skill gaps and build targeted development plans
  • Manages day-to-day team scheduling, workload distribution, and capacity planning
  • Responsible for the recruitment, onboarding, and ramp-up of new Quote specialists
  • Oversee the daily order entry operation to ensure team delivers against SLAs
  • Reviews and resolves escalated order entry issues
  • Monitors quote accuracy rate (target: 98% error-free) and takes corrective action
  • Monitors the order entry accuracy rate (target: 98% error-free) and drives root cause review
  • Enforces data entry standards across all systems
  • Ensures team members apply the reject-and-return process consistently
  • Maintains a close working relationship with the Quote Support Manager
  • Coordinates with AMDC for parts orders and Service Center Specialists for equipment orders
  • Partners with the Customer Fulfillment Manager to ensure clean, complete order handoffs
  • Engages the Workflow Optimization Manager to escalate systemic order entry issues
  • Tracks and reports on team KPIs
  • Identifies trends in order entry errors, escalation types, and volume patterns
  • Partners with the Data & Reporting Analyst to ensure order data accuracy
  • Maintains strong working knowledge of all order entry platforms
  • Ensures all team SOPs, validation checklists, and escalation workflows are documented
  • Supports the adoption of new tools and updated workflows during the CX Transformation rollout

Requirements

  • Associates or Bachelor's degree in Business Administration, Operations Management, Supply Chain, or a related field preferred. Equivalent combination of education and relevant work experience will be considered.
  • 3+ years of experience in order entry, order management, inside sales support, or supply chain coordination within an industrial equipment, manufacturing, or capital goods environment.
  • 2+ years of people leadership experience, including team supervision, performance management, and individual coaching.
  • Experience managing high-volume, accuracy-sensitive transaction processing teams is strongly preferred.
  • Deep understanding of the purchase order validation and order entry process, including the downstream impact of data errors on fulfillment, customer communication, and revenue recognition.
  • Demonstrated ability to manage team performance through data — comfortable owning accuracy and throughput KPIs, identifying error patterns, and implementing corrective action.
  • Proficiency with ERP and order management platforms (experience with SAP, OneService, or similar enterprise systems preferred).
  • Detail-oriented and process-disciplined — able to build and enforce a quality-first culture without creating a punitive environment.
  • Strong communicator across functions — able to work constructively with peer managers (Quote Support, Customer Fulfillment, Workflow Optimization) to resolve shared operational challenges.
  • Comfortable leading a team through change — able to translate new processes and tool updates into clear, practical direction for frontline team members.

Nice to have

  • Experience with SAP, OneService, or similar enterprise systems
  • Experience managing high-volume, accuracy-sensitive transaction processing teams

What we offer

  • medical/dental/vision/life insurance
  • 401(k) plan
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