Customer Order Fulfillment Manager

About Oasis Venture Holdings Oasis Venture Holdings, LLC (dba Top Cup) is a joint venture with Ball Corporation , a global leader in sustainable aluminum packaging. As strategic industry partners we are focused on redefining the future of beverageware through the development and growth of the reusable, infinitely recyclable aluminum cup . Our mission is to offer a better alternative to single-use plastic through innovation, collaboration, and a commitment to sustainability. Position Summary The Customer Order Fulfillment Manager will be the primary point of accountability for customer PO execution, inventory visibility, and cross-functional issue resolution for the Foodservice and Retail sides of the business— ensuring customer purchase orders are delivered on time and in full (OTIF) across all channels and account tiers. This role carries direct responsibility of the highest-priority and highest-volume customer accounts, managing orders from receipt through final shipment and logistics. Full end-to-end planning and execution process for the retail and foodservice channels is a major priority of this role. Individual must possess a deep understanding of the graphics process in collaboration with 3rd party graphics teams. This manager role is responsible for updating and maintaining critical order trackers and is a key stakeholder in weekly cross-functional scheduling call, working across a wide network of internal stakeholders, and mentors and assists in training new team members. Attention to detail and managing complex projects with cross functional stakeholders is a foundational requirement of this role. Key Responsibilities (include but not limited to) Strategic Account Management Support end-to-end order fulfillment for strategic foodservice customer accounts, managing each order from receipt through final shipment and logistics. Additionally focusing on the Retail accounts but available to support other areas such as E-comm. Serves as primary fulfillment owner for non-strategic and strategic FSOP and other potential verticals. Manages account-level re-order and new PO solicitation while building and maintaining direct relationships with customer counterparts at multiple organizational levels. Coordinates fulfillment of product shortages and supply constraints in conjunction with production control managers. Resolves fulfillment issues cross-functionally with IBP team members, account managers, and customers; handles escalations with professionalism and urgency. Identifies and forwards final points of escalation for unresolved issues to VP of Supply Chain Supports customer order fulfillment satisfaction survey on at least an annual basis. Cross-Functional Coordination & Scheduling Facilitates and leads the weekly scheduling call, coordinating across multiple internal stakeholders to align on priorities, constraints, and action items. Manages cross-functional workflows spanning sales, production, logistics, demand planning, and customer-facing teams. Contributes to cross-functional strategic initiatives and process improvement efforts. Participates in Integrated Business Planning (IBP) functions, providing operational and fulfillment-level input. Identifies and drives process improvement opportunities across the order fulfillment function. Inventory & Reporting Manages customer inventory reporting requirements and processes. Reports on open purchase orders and tracks authorized/forecasted production quantities against customer volumes. Provides monthly customer inventory and sales reporting. Collaborates with demand planning team and account managers to ensure demand changes are reflected accurately in the planning process. Contributes to critical business data and its integrity in SAP in collaboration with Global Business Services to support order fulfillment requirements. Team Development Mentors and assists in training new fulfillment team members; plays a large role in Customer Fulfillment new hire knowledge transfer and onboarding. Partners with Fulfillment Director and/or other management to identify team growth needs as the business scales. Assists in building a collaborative, high-performance team environment consistent with company values. Day to Day, General Supports and contributes to the customer order fulfillment process. Ensures that customer POs are delivered at industry standard on time and in full (OTIF). Responsible for managing ongoing and strategic customer relationships, and ensuring customer retention. Responsible for supporting sales organization by conducting periodic customer outreach initiatives, and other 'inside sales' duties. Works in conjunction with production control managers to coordinate fulfillment of product shortages. Performs customer order fulfillment functions for distributor customers as required. Provide customer inventory and sales reporting requirements monthly. Supports customer order fulfillment satisfaction survey on an as needed basis. Other duties as needed by management and/or business needs. Qualifications Required Previous manufacturing or customer fulfillment experience required. Experience with graphics processing workflows or print/packaging specifications required. Proven experience within project coordination/management. 3-5 years' prior experience in a customer service, logistics, order management, or supply chain role is required. SAP or equivalent ERP or similar experience required. Demonstrated ability to manage multiple priorities and perform effectively under ambiguity. Exceptional attention to detail; role involves high-complexity, high-stakes account management where accuracy directly impacts customer outcomes. Strong communication skills with experience interacting in customer-facing contexts. Professionalism, integrity, and sound judgment in all interactions. Ability to perform basic mathematical calculations and analyze operational data. Familiarity with order management or direct-to-consumer fulfillment channels. Consumer/B2C/B2B-facing industry experience. Preferred Experience managing or mentoring team members. Familiarity with IBP, demand planning, or S&OP processes. Education and Certification Bachelor's Degree in highly preferred. Additional certifications may be required. Valued Attributes Self-starter with ability to thrive in a fast-paced, entrepreneurial environment. Track record of building trust and demonstrating results. Strong communication skills and ability to interact in a customer-facing position. Must be a "conversation starter" and initiator. Ability to perform well in ambiguous situations. Ability to balance operational requirements against customer needs. Excellent planning, organizational, and presentation skills. Strong organizational skills are needed to manage multiple tasks, heavy e-communications, maintain records, and track progress on various initiatives. Strong competency in Excel, and other MS Office applications. Posses excellent negotiation skills; ability to balance operational requirements against customer needs.

Pay:

$86,000.00 - $96,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Retirement plan Vision insurance

Work Location:

Hybrid remote in Rome, GA 30161