Customer support Jobs in Richmond, VA

Order Support Manager

Every day, we get opportunities to make a positive impact on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

The Order Support Manager leads a team of approximately 1012 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.

This is a hybrid position located in Greenwood, IN, Houston, TX, Richmond, VA or Warrington PA.

Responsibilities include:

• Leads, coaches, and develops a team of approximately 1012 Tier 1 Order Entry Specialists, ensuring team members are proficient in structured order entry workflows, validation checklists, and escalation protocols consistent with the tiered operating model.
• Conducts regular 1:1s, team huddles, and performance reviews to maintain accountability, recognize contributions, and address performance gaps with clarity and care.
• Partners with the Training & Knowledge Specialist to identify skill gaps and build targeted development plans for individual contributors across all tiers.
• Manages day-to-day team scheduling, workload distribution, and capacity planning to ensure order entry service level agreements (SLAs) are consistently met across volume fluctuations.
• Responsible for the recruitment, onboarding, and ramp-up of new Quote specialists, ensuring new hires reach full productivity within the defined transition timeline.
• Oversee the daily order entry operation to ensure team delivers against SLAs: under 24 hours for standard parts orders and under 48 hours for complex or bundled orders.
• Reviews and resolves escalated order entry issues including purchase order (PO) discrepancies, missing documentation, custom terms not reflected in the original quote, and system errors, making decisions within delegated authority or routing to the Senior Manager as required.
• Monitors quote accuracy rate (target: 98% error-free) and takes corrective action when pricing, specification, or terms errors are identified, including root cause review and process adjustment.
• Monitors the order entry accuracy rate (target: 98% error-free) and drives root cause review and corrective action when errors result in fulfillment delays, rework, or customer dissatisfaction.
• Enforces data entry standards across all systems including OneService, MoveEx, and ERP platforms to maintain information integrity from order intake through to fulfillment handoff.
• Ensures team members apply the reject-and-return process consistently when incoming POs are incomplete or misaligned with approved quotes, preventing bad incorrect orders from entering the fulfillment pipeline.
• Maintains a close working relationship with the Quote Support Manager to reduce upstream errors, align on quote completeness standards, and jointly review rework and rejection rate trends on a recurring basis.
• Coordinates with AMDC for parts orders and Service Center Specialists for equipment orders to confirm fulfillment readiness and flag orders requiring expedited processing.
• Partners with the Customer Fulfillment Manager to ensure clean, complete order handoffs that enable the Fulfillment team to communicate proactively and accurately with customers from day one of the order lifecycle.
• Engages the Workflow Optimization Manager to escalate systemic order entry issues, process gaps, or recurring exception patterns that require structural resolution.
• Tracks and reports on team KPIs including order entry accuracy rate, turnaround time, rejection rate, rework rate, system data integrity, and fulfillment readiness, presenting results in weekly operational reviews with the Senior Manager.
• Identifies trends in order entry errors, escalation types, and volume patterns to inform capacity planning, tier development decisions, and process improvement priorities.
• Partners with the Data & Reporting Analyst to ensure order data accuracy across systems (OneService, ERP, installed base records) supports downstream reporting and customer communication.
• Maintains strong working knowledge of all order entry platforms including OneService, MoveEx, Pulse, and ERP to provide effective coaching, quality review, and escalation triage for the team.
• Ensures all team SOPs, validation checklists, and escalation workflows are documented, current, and consistently followed, with updates logged and communicated promptly when processes change.
• Supports the adoption of new tools and updated workflows during the CX Transformation rollout, serving as a stable communication point and hands-on resource for the team during periods of process change.

We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

What you know:

• 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.

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.

What's in it for you?

Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The base salary for this role is typically between $80,000.00 to $115,000.00.

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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