Job Description

Position Title: Customer Service Manager - Functional Support, North America

Location: Cary, NC (HYBRID)

About the Role

We're seeking a skilled and strategic Customer Service Manager to lead and refine system-integrated support services that drive the Order-to-Cash (O2C) process. This role is essential in managing and improving functions like OCR (Optical Character Recognition), EDI (Electronic Data Interchange), customer master data, pricing, payment terms, commissions, and rebates. You'll ensure these processes run with efficiency, accuracy, and compliance, aligning with broader business objectives.

What You'll Be Doing

Process Governance

• Oversee key transactional workflows including OCR, EDI, pricing, commissions, rebates, and master data management.
• Standardize and document processes to ensure audit readiness and adherence to internal policies.
• Maintain and update business rules for terms, discounts, and incentive structures.

System & Data Management

• Serve as the business lead for ERP system (D365) configuration and validation.
• Collaborate with IT and Digital teams to resolve system issues and implement enhancements.
• Support ongoing data accuracy through reconciliations and audit reviews.

Cross-functional Collaboration

• Act as the primary liaison between customer service, sales, finance, and IT teams.
• Facilitate customer onboarding for EDI and OCR setup.
• Ensure correct application of rebate and commission structures in coordination with sales.

Problem Solving & Continuous Improvement

• Lead the resolution of issues related to pricing, rebates, and commission workflows.
• Identify and implement automation and process improvements.
• Track KPIs such as dispute resolution, pricing accuracy, and EDI success rates.

Team & Change Leadership

• Guide both internal and outsourced teams to ensure high service levels.
• Champion system upgrades and ERP transformation initiatives.
• Provide training and change management support across functional teams.

About You

• 5+ years of experience in customer service, sales operations, or related Order-to-Cash functions
• Deep understanding of ERP platforms (ideally SAP or D365), and tools like OCR and EDI
• Strong analytical and problem-solving abilities
• Excellent communication skills, with the ability to bridge technical and business teams
• Organized, detail-oriented, and proactive in driving process enhancements

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