Leadership & Daily Oversight

Provide day-to-day leadership and support for Customer Service and Order Entry teams across HQ - McDonald, TN; Wilkes-Barre, PA; and Waller, TX.
 Ensure teams are aligned to consistent workflows, expectations, and service standards across all sales channels.
 Serve as the central point of contact for team guidance, coaching, and escalation support.
 Monitor daily service performance, order flow accuracy, communication gaps, and operational bottlenecks.

Order Processing & Accuracy

Oversee accurate PO entry into WOMBAT or NetSuite, depending on sales channel.
 Ensure consistent accuracy across all locations and team members.
 Maintain oversight of customer profiles, routing guides, ship-to information, and order-handling requirements in each system.
 Support standardization of documentation, order-check processes, and error-reduction practices.

Customer Escalations & Issue Resolution

Act as the primary escalation point for customer-facing issues, service concerns, order discrepancies, and fulfillment barriers.
 Support teams in resolving priority orders or urgent customer needs in real time.
 Coordinate with cross-functional partners when order accuracy, timing, or customer requirements are at risk.

Cross-Functional Collaboration

Partner closely with Sales, Supply Chain, and Logistics for alignment on inventory availability, routing requirements, production schedules, and customer mandates.
 Work with IT/Systems teams to support ERP/CRM integration and ensure adoption of WOMBAT and NetSuite.
 Ensure Customer Service, Order Entry, Logistics, and Supply Chain stay aligned on daily and weekly customer fulfillment priorities.

Process & Continuous Improvement

Support continuous improvement efforts across Customer Service and Order Entry, focusing on error reduction and workflow efficiency.
 Help standardize cross-location processes and communication practices.
 Identify trends in recurring issues and work with internal partners to address root causes.
 Assist in developing more efficient structures, procedures, and customer-facing communication protocols.

People Development & Training

Provide coaching, feedback, and support for Customer Service and Order Entry employees.
 Identify skill gaps and coordinate training needs, particularly around system upgrades and new processes.
 Participate in staffing decisions, onboarding, and development of clear performance expectations.
 Help support long-term transition plans (e.g., Waller, TX responsibilities moving to HQ).

Systems Utilization (WOMBAT / NetSuite / CRM)

Oversee system adoption, usage, and consistency across all Customer Service and Order Entry functions.
 Help define system requirements needed for visibility, reporting, order accuracy, and customer-facing performance.
 Partner with IT to ensure training, access, and compliance across teams.

Customer Fulfillment Integration

Ensure Customer Service, Order Entry, and overall Customer Fulfillment operations stay aligned and connected.
 Support the broader transformation strategy by integrating new systems, processes, and roles into a unified structure.
 Maintain accountability across the entire Customer Fulfillment function for accuracy, timeliness, communication, and meeting customer expectations.