Customer Operations Manger

Customer Operations Manager Riedel Communications, founded in 1987, designs, manufactures and distributes innovative real-time networks for video, audio and communications. Its products are used for broadcast, pro-audio, events, sports, theatre and security applications worldwide. The company is known for pioneering digital audio matrix systems and fiber-based real-time network technology. Riedel is headquartered in Wuppertal, Germany and employs over 1000 people in 30+ locations throughout Europe, Australia, Asia and the Americas. As a result of continued growth, Riedel Communications is looking to hire a talented and motivated candidate to support our sales team in their daily challenges. As a Customer Order Manager, you will be responsible for on-time processing of domestic and international orders from order receipt to delivery, including subsequent invoicing and payment monitoring, internal planning of order processing, and acting as a first-class service partner for external and internal customers. As a Senior Order Manager, you will be an integral part of our Product Division.

Your Responsibilities:

Order Fulfillment Oversees the end-to-end order lifecycle from order entry through delivery and post-sales support Creates order confirmations and schedules fulfillment Communicates lead times to Sales and Customers Serves as primary operational contact with Order Management in HQ and Riedel Canada Schedules daily priorities for the Logistics team Tracks deposits and pre-payments prior to shipment planning Owns and monitors SLAs for order processing, fulfillment timelines, and delivery performance Acts as escalation point for complex, high-value, or at-risk customer orders Leads allocation strategy in partnership with Sales, Supply Chain, and HQ stakeholders Identifies operational risks and proactively implements mitigation plans Purchasing Issues POs to HQ for finished goods and repair parts Issues PO's to Riedel Canada Issues PO's to third-party vendors Manages intercompany reconciliations and processes adjustments as needed Oversees procurement strategy to align with demand forecasts and inventory goals Manages vendor relationships, performance, and service level expectations Identifies opportunities for cost optimization and process efficiencies Ensures purchasing decisions support overall financial and operational objectives Inventory Management Manages customer return orders Conducts cycle counts Owns overall inventory health including stock levels, aging inventory, and obsolescence risk Partners with Supply Chain and Sales to align inventory strategy with demand planning Analyzes inventory trends and recommends stocking and allocation adjustments Implements and improves inventory control processes and reconciliation practices Invoicing Generates and distributes customer invoices and credit memos Manages sales tax documentation and compliance requirements Applies commercial and business management knowledge in daily operations Ensures accuracy and compliance of invoicing in alignment with revenue recognition policies Oversees credit, billing, and payment processes in coordination with Finance Supports budgeting and forecasting using order and revenue data Drives operational efficiency to support margin improvement and financial performance Systems / Tools Proven experience in the relevant field of work, ideally in a product selling industry Secure handling of ERP and / or CRM systems and strong Microsoft Suite proficiency Acts as subject matter expert for ERP/CRM systems and order management tools Leads or supports system enhancements, implementations, and automation initiatives Uses data analytics to identify bottlenecks and drive process improvements Cross-Functional & Strategic Responsibilities Serves as key liaison between Sales, Logistics, Finance, HQ, and regional partners Partners with Sales on forecasting, backlog management, and demand planning Collaborates with Finance on revenue tracking, invoicing accuracy, and compliance Provides leadership with reporting, insights, and operational recommendations Influences decision-making through data-driven analysis Team Leadership Supervises and mentors Order Management and/or Logistics team members Sets daily and weekly priorities and ensures workload balancing Trains team members on systems, tools, and best practices Provides performance feedback, coaching, and development support Fosters a high-performance, customer-focused team environment Soft Skills Possesses an independent, process-driven, solution-oriented work style Communicates effectively with employees, customers, and business partners in a professional manner Maintains composure in a fast-paced environment managing multiple priorities Adapts quickly to changing priorities and dynamic situations Strong time management and prioritization skills Strong team player with cross-department collaboration ability High reliability and strong work ethic Strong leadership and decision-making capability Strategic thinking aligned to business objectives Advanced problem-solving and conflict resolution skills High ownership and accountability Ability to influence cross-functional and global stakeholders Nice to have: Bilingual in English and Spanish