Order Management Leader- Concrete Accessories

About Us:
Afinitas, headquartered in St. Louis, Missouri, is a global leader in equipment, forming systems, and essential accessory products that support transportation, water, and utility precast concrete infrastructure worldwide. We provide industry-leading production equipment; highly engineered formwork; and a broad portfolio of precast concrete, electrical, and construction accessories, along with structural products and systems designed for bridge, highway, and heavy construction applications. Afinitas is part of BW Forsyth Partners, LLC, the investment group of global manufacturing and engineering consulting firm Barry-Wehmiller, a $3 billion organization with nearly 12,000 team members, united by a common belief: to use the power of business to build a better world.
 

 
Job Description:
The Order Management Leader is responsible for delivering an exceptional customer experience by leading a team that delivers simple order intake and quoting, provides outstanding support, and resolves issues efficiently while building and strengthening customer relationships. This leader is responsible for the development and streamlining of order management and quoting processes, training team members, and aligning our customer service strategies with overall business objectives. The leader will collaborate with sales, operations, and supply chain teams to improve service levels and customer satisfaction.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Customer Service Leadership & Strategy:
Develop and implement strategies that
1. enhance the customer experience and drive satisfaction

2. streamline internal processes to improve efficiencies and communication

3. enable growth and ease the integration of new product lines and organizations

Partner with and support internal and external sales to provide a holistic customer experience

Set service level expectations and ensure timely, effective issue resolution

Establish and monitor key performance indicators (KPIs) for customer service effectiveness

Lead initiatives to continuously improve processes, response times, service quality, and communication

Team Management & Development:
Integrate, hire, train, and develop a high-performing customer service team

Provide coaching and support to team members to enhance their skills and engagement

Foster a culture of accountability, problem-solving, and customer focus

Conduct regular performance reviews and feedback sessions

Customer Engagement & Problem Resolution:
Ensure prompt and professional handling of customer inquiries, complaints, and service requests

Serve as the escalation point for complex customer issues, working cross-functionally to find and deliver solutions

Develop proactive customer service approaches to anticipate and address potential issues before they escalate

Process Improvement & Efficiency:
Identify gaps and inefficiencies in customer service processes and implement solutions to improve service delivery

Utilize CRM systems and data analytics to track customer interactions and drive improvements

Collaborate with leadership, operations, supply chain, and sales teams to resolve systemic issues affecting service levels

Reporting & Performance Metrics:
Measure and publish customer satisfaction scores, response times, and issue resolution rates

Provide regular reports on customer service performance and improvement initiatives

Implement feedback loops to gather insights and adjust service strategies accordingly

QUALIFICATIONS

Bachelor’s degree in business, Customer Service, Communications, or related field

5+ years of experience in customer service leadership within a manufacturing, industrial, or service-based industry

Strong leadership skills with a proven ability to build and manage high-performing teams

Excellent problem-solving, communication, and conflict-resolution skills

Experience with CRM systems, customer analytics, and service improvement initiatives

Ability to develop and implement customer service policies, procedures, and training programs

Success Metrics:
Improvement in customer satisfaction and retention rates

Reduction in response times and resolution timelines

Enhanced efficiency in customer service processes

Positive team engagement and performance

This role is critical in building a customer-centric culture and ensuring a seamless service experience. If you are passionate about leading teams and enhancing customer relationships, we encourage you to apply.
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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job.  If your experience is close to what you see listed here, please still consider applying.  We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions.  Please let us know if you require reasonable accommodations during the interview process. ​

Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.
 
Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.
 
Company:
Afinitas