Customer Service - Order to Bill

Job Title: Customer Service Operations Manager
Location: Cary, NC - Hybrid
Zip Code: 27513
Start Date: ASAP
Job Type: Direct Hire
Pay Rate: Up to $120,000 - $145,000/salary DoE
Keywords: #CustomerEngagement #SupplyChain

The Customer Service Operations Manager will lead the Order-to-Bill process for North America, overseeing order creation, allocation, delivery coordination, billing accuracy, claims resolution, and ERP execution. This role acts as a central hub between customer service, logistics, and finance, ensuring seamless end-to-end service for all business segments

JOB RESPONSIBILITIES:
Order Management & Fulfillment
- Manage order entry, validation, tracking, and system accuracy in D365
- Ensure correct application of pricing, promotions, and substitutions
- Lead product allocation aligned with supply priorities
- Resolve backorders, order blocks, and inventory issues
- Coordinate with logistics for on-time delivery and improved lead times
Billing & Issue Resolution
- Ensure accurate invoicing aligned with contracts and policies
- Resolve credit holds, pricing mismatches, and tax issues with Finance
- Manage adjustments: returns, credit/debit memos, and invoice errors
- Reduce billing cycle delays through process improvements
Process & System Optimization
- Identify and correct root causes of systemic order-to-bill issues
- Drive adoption of digital tools and workflow automation
- Lead continuous improvement initiatives across customer operations
Team & Cross-functional Leadership
- Lead a team of 4 FTEs and 9 contractors; ensure performance and training
- This position manages all customers, sales, rebate programs, and agents in North America.
- Collaborate with Product Supply, Finance, Commercial, and IT
- Support onboarding, system migrations, and post-M&A integrations

REQUIRED QUALIFICATIONS:
* Master"s degree in Business, Supply Chain, Operations, or a related field
* 5+ years in customer service, order management, or supply chain operations, including 2+ years in a people management role
* Hands-on experience with SAP, D365, or similar ERP systems for order and invoice processing
* Deep understanding of the Order-to-Cash (O2C) or Order-to-Bill (O2B) process
* Strong problem-solving and root cause analysis skills
* Excellent communication and stakeholder management abilities
* High comfort level in fast-paced, matrixed environments

If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at Belcan.com

EOE/F/M/Disability/Veterans