Front Line Manager - Supply Chain Management 4C

Front Line Manager - Supply Chain Management

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Job Description

We are seeking a highly capable Order-to-Cash (O2C) / Export Services Front Line Manager with strong end-to-end process understanding, covering Order Management, Customer Service, Billing Support, Collections, Disputes, and Cash Application.

The role requires managing global customers across regions (US, Canada, LATAM, EMEA, APAC) and ensuring seamless execution across pre-invoice and post-invoice processes, while driving customer satisfaction, compliance, and cash flow outcomes.

This position serves as a primary liaison between various departments and functions to investigate, resolve and respond to issues and questions. Ensures customer orders are processed, shipped, and invoiced. Demands critical thinking abilities to facilitate a resolution to both short term and long-term service issues.

Responsibilities

• Execute end-to-end order processing:

• Order entry, validation, tracking, follow-ups

• System-based invoicing

• Manage order queries and customer communication through:

• Telephony, emails, and case management systems

• Coordinate with upstream teams for:

• Product availability

• Pricing and master data accuracy

• Manage Billing Queries & Invoice support

• Drive Collections (multi-channel: calls, emails, cases)

• Handle Disputes & Returns resolution

• Execute Credit Release decisions (as per policy)

• Perform Cash Application and reconciliation

• Customer and Stakeholder Management:

• Manage global customers and distributors

• Support high-touch accounts aligned to CSR/CIR ownership model

• Interact with:

• Internal teams (Supply Chain, Credit, Warehouse)

• External customers and distributors

• Team Management:

• Lead, mentor, and develop a team of O2C and/or Export analysts.

• Set clear performance expectations and provide regular feedback.

• Foster a collaborative and supportive team environment.

• Conduct performance reviews and identify opportunities for professional development.

• Team Performance:

• Achieve all established goals, both individual and departmental, according to Service Level Agreements (SLAs) and operational metrics.

• Monitor and report on the performance of the team against SLAs and KPIs.

• Implement corrective actions and improvement plans to address performance gaps.

• Recognize and reward high performance within the team.

• Workload Management:

• Balance and prioritize a variable workload based on business demands.

• Develop and implement efficient workflows and processes.

• Ensure accurate and timely application of cash against open invoices in ERP systems.

• Monitor unapplied cash, partial payments, and aging buckets and drive timely resolution.

• Review and resolve complex payment exceptions, missing remittances, and high-value items.

• Monitor resource capacity management (RCM) and adjust resources as needed.

• Governance, Controls & Compliance

• Ensure compliance with SOX, audit requirements, and internal control standards.

• Review and approve critical postings, write-offs, and escalations.

• Maintain SOP compliance and ensure audit-ready documentation.

• Provides support tasks, including efficient, accurate order processing & fulfillment of an assigned account base and acts as a liaison between the customer, outside sales, and internal departments.

• Daily maintenance in SAP which would include reviewing error reports with the order management tool.

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