Order Management Manager, C-process

About the role

KONE's Global Spares Supply (GSS) plans, sources and delivers spare parts and maintenance materials to KONE frontlines and distributors worldwide, stocking over 60,000 materials across four distribution centers and fulfilling over 600,000 orders per year. The company is looking for an experienced Order Management Manager, C-process, to oversee its Customer Service Operations team and ensure operational excellence, customer satisfaction, safety and quality.

Key responsibilities

• Lead, manage and develop the Customer Service Operations team handling non-standard, complex and configurable orders, including escalated cases.
• Set priorities and objectives, monitor team performance and ensure KPIs, service levels and quality standards are met.
• Coach and support team members, fostering professional development and open communication.
• Oversee daily operations so enquiries and critical cases are handled promptly and professionally.
• Maintain proactive communication with internal and external stakeholders on performance, exceptions and improvements.
• Analyse operational data, identify trends and risks, and lead continuous improvement initiatives.
• Support resource planning, competence development and succession planning, and give management regular performance updates.

Required profile

• Proven experience leading and developing a customer-focused team in a busy operational environment.
• At least 3-5 years of relevant experience in supply chain, order management, customer service operations or operational development.
• Experience in people leadership and process management, turning objectives into clear actions and measurable results.
• Bachelor's or master's degree, or equivalent experience; fluency in English.

Required skills

• Strong communication and interpersonal skills with internal and external stakeholders.
• Excellent organization and prioritization skills.
• Analytical mindset, using data to spot trends, risks and opportunities.
• Positive, proactive and solution-focused approach.
• Experience with SAP SD/MM modules.

What we offer

• A supportive and collaborative work environment.
• Career development and leadership growth opportunities.
• Competitive compensation and benefits.
• The ability to influence and improve key operational processes.

To apply, send your CV and cover letter through the company's career site by 25 November.