Customer Service & Order Fulfillment, Sr. Manager

Location: Hybrid role based in Ewing, New Jersey, USA, with in-person attendance required on Tuesdays, Wednesdays, and Thursdays; remote work is available on Mondays and Fridays.

Salary: $130,200–$185,400 USD base salary per year, plus eligibility for a bonus.

Company

Church & Dwight develops and sells consumer and specialty products, with a focus on growth, innovation, collaboration, and responsible business practices.

What you will do

• Lead, coach, and develop the domestic and international customer service organization.
• Manage end-to-end customer order fulfillment, including order entry, changes, cancellations, material availability, credit coordination, transportation, documentation, and invoicing support.
• Resolve escalated customer issues, service failures, backorders, system exceptions, and supply chain disruptions.
• Monitor customer service KPIs including OTIF, order accuracy, backorders, and service levels.
• Drive continuous improvement across the order-to-cash process by standardizing work, reducing errors, and improving customer experience.
• Partner with IT and cross-functional teams to optimize SAP S/4HANA, EDI transactions, customer portals, reporting, automation, and system adoption.

Requirements

• Bachelor’s degree in Business, Supply Chain, Logistics, Operations, or a related field.
• 8+ years of progressive experience in customer service, order management, supply chain, or commercial operations.
• 3+ years of people leadership experience.
• Experience leading customer service teams across domestic and international operations.
• Strong analytical, problem-solving, communication, stakeholder management, and customer escalation skills.
• Ability to manage competing priorities, lead through change, and maintain accuracy, urgency, and accountability.

Nice to have

• Working knowledge of SAP S/4HANA and order-to-cash processes.
• Experience with EDI order processing, customer integrations, reporting platforms, and digital customer service tools.
• Experience in manufacturing, chemicals, or animal nutrition.
• Equivalent combinations of education and directly relevant experience may be considered.

Culture & Benefits

• Collaborative and supportive culture with an emphasis on ownership, courage, determination, and continuous improvement.
• Medical, dental, vision, and basic life insurance.
• Paid vacation, sick time, holidays, floating holidays, and parental leave.
• 401(k) retirement plan with company match and profit-sharing.
• Discounted employee stock purchase plan.