Associate Director, Order Management

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Carrier, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the Role

Carrier Global SIOP has a role open for an Order Management & Fulfillment Associate Director to drive customer on-time-delivery for the Commercial HVAC business in North America. Partnering closely with Customer Services, Product Management, Engineering, Operations and Supply Chain, this leader will play a critical role in ensuring efficient order management to optimize revenue recognition and cash-flow while delivering world class customer satisfaction across all aspects of our operations. He/she will orchestrate process optimization and daily execution for order management, manufacturing, logistics, revenue recognition and customer support functions. This role requires strategic vision, strong leadership, and a deep understanding of supply chain management and customer service principle

Key Responsibilities

• Develop and execute the strategic vision for order management aligned with overall company objectives.

• Champion a customer-centric culture and ensure best-in-class customer experience by setting and exceeding service level agreements for order management and fulfillment.

• Oversee the end-to-end order fulfillment process (receipt to delivery), ensuring accuracy, timeliness, and cost-effectiveness.

• Partner with business and operations to align, forecast and convert revenue targets and improve cash-flow.

• Drive customer on-time-delivery metric, aligned with customer expectations.

• Align manufacturing dates with operations, driven by revenue and customer commitment.

• Follow-up materials readiness with supply chain, aligning actions to mitigate risks.

• Partner with customer services to manage escalations and priorities, driving execution with Operations.

• Follow-up invoicing trigger and execution.

• Streamline order processing workflows to drive customer lead-time reduction, benchmarking with key competitors and aligning with customer requirements.

• Partner with customer services, product management, and operations teams to optimize order-to-cash processes, aligning customer fulfillment strategies with business goals and market demands.

• Drive cross-functional projects to enhance operational efficiency and customer satisfaction.

• Foster strong relationships to ensure smooth customer services, operations, and supply chain integration.

• Manage inventory levels and collaborate with supply chain teams to maintain optimal stock levels while minimizing holding costs.

• Analyze data and regularly report on operational performance to executive management, identifying trends, opportunities, and areas for improvement.

• Identify cost-saving opportunities and implement strategies to improve profitability.

• Develop and lead a high-performing team of customer fulfillment leaders and specialists.

Required Qualifications

• Bachelor’s degree

• 10+ years of experience within customer fulfillment, supply chain management, or operations

• 5+ years of experience in people leadership role within customer fulfillment and/or order management

Preferred Qualifications

• Excellent leadership and people management skills, with the ability to inspire and develop a high-performing team.

• Strong strategic thinking, analytical, and problem-solving skills, with a track record of driving process improvements and operational efficiencies.

• Exceptional communication and interpersonal skills.

• Leading in a global, multi-site environment

• MBA

• Advanced degree or certification in supply chain management (e.g., APICS CPIM, CSCP

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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