United States onlyAbout 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.
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.
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