Manager - Commercial Order Management

Overview The Manager - Commercial Order Management leads the Commercial Order Management function within Alliance Laundry Systems, overseeing domestic and international order management teams. This role ensures accurate, timely processing of all commercial equipment and parts orders supporting Direct Distributors, Independent Distributors, Route Operators, Franchise Sales, National Accounts, GSA, Intercompany and Genuine Parts. This position is exclusively commercial and does not support Residential CIH. The Manager is a hands-on operational leader who balances daily execution with continuous improvement and cross-functional alignment. Responsibilities Oversee end-to-end order lifecycle management for commercial equipment and parts orders across domestic and international channels, ensuring accuracy, completeness, and compliance with established policies Manage Order Management Supervisors, Team Leaders, and Specialists across both teams. Conduct regular performance reviews and coaching; foster a culture of quality, continuous improvement, and customer-first service Manage order prioritization, resource allocation, and workforce planning across peak and seasonal periods. Lead recruitment, onboarding, and training to ensure business continuity and rapid time-to-competency Deliver consistent, high-quality order support across all commercial channels. Build strong working relationships with sales teams, distribution office leadership, and customer stakeholders to align practices with expectations Coordinate with credit, warehouse, and logistics on shipment scheduling, freight, lead times, and collections. Serve as the escalation point for complex order issues and customer disputes, providing proactive status communication to all stakeholders Establish, track, and report on KPIs including customer satisfaction, response time, and other operational metrics required to track performance. Present performance data to senior leadership and conduct root cause analysis to drive corrective actions Drive process improvement initiatives to reduce cycle times and eliminate manual workflows. Partner with IT on systems modernization and SAP optimization. Contribute to the design of a scalable Global Order Management operating model. Maintain and improve standard operating procedures

Qualifications Education and Experience:

Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field required; equivalent combination of education and experience considered At least 5 years in order management, supply chain, or customer operations within a distribution, manufacturing, or capital equipment environment At least 3 years in a supervisory or management role with direct team leadership responsibility Track record of improving order accuracy, cycle times, and customer satisfaction in an order desk or operations environment Demonstrated process improvement and workflow standardization experience Hand-on experience in SOX compliance, risk assessment, and internal control evaluation Developed knowledge of Order-to-Cash business process Domestic and international order management experience, including export compliance, is preferred Experience with SAP or comparable ERP systems is required; advanced SAP Order Management proficiency is preferred Experience supporting multiple commercial customer channels (distributors, franchise, national accounts, government) in a centralized order management model is a plus

Skills and Abilities:

Ability to manage multiple priorities, high order volumes, and competing deadlines Data literacy: able to analyze operational data and translate findings into actionable improvement plans Strong coaching and people development skills; builds high-performing teams with clear accountability Excellent communication skills; confident presenting to senior leadership Self-directed problem solver with a bias toward timely action and minimal guidance Proficiency in Microsoft Office (especially Excel) and ERP reporting tools Strong customer service orientation; effective cross-functional collaborator across

Sales, Credit, Warehouse, Logistics, and IT Travel:

Ability to travel as needed to ALSD distribution locations and customer sites, up to 20% of the time Ability to travel overnight for training support, quality assessments, and cross-functional meetings

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer Manual dexterity required for computer use and document handling Occasional stooping, bending, and minimal lifting (up to 25 pounds) Ability to travel by air and automobile as required Occasional visits to distribution office and warehouse environments

Demonstrate DRIVE:

Dedicated:

Follows through on commitments. Strong say/do.

Respectful:

Acts with integrity and values diverse perspective.

Innovative:

Always looking for a better way; leads change.

Versatile:

Adapts quickly to changing circumstances. Demonstrates agility.

Engaged:

Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs. EEO We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Job

ID 2026-12024

Pos. Type Full-Time