Order Fulfillment Manager

About Us:

By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable, and sustainable energy solutions for today—and tomorrow. Our fuel-flexible Waukesha gas engines are designed for reliable performance in isolated, mission-critical and demanding applications, delivering dependable energy even under high-stress conditions. It’s time to take engines to a place no one else can. Welcome to a World of Innovation and Inspiration. Welcome to INNIO!

Position Overview:

Reporting to the Senior Manager, Remanufacturing & Overhaul Operations, the Order Fulfillment Manager is responsible for overseeing the end-to-end process of service order management, ensuring timely and accurate fulfillment of customer service requests for Waukesha gas engine products. This role coordinates cross-functional teams, optimizes workflows, and drives continuous improvement to deliver exceptional customer satisfaction.

Responsibilities:

- Manage and oversee the complete End to End service order fulfillment process, from order receipt to delivery and closure for Service components and kits.

- Coordinate with internal teams (Service Sales, 3PL logistics , Planning, SIOP and Finance) to ensure smooth execution of service orders.

- Monitor service order status, proactively resolve bottlenecks, and communicate updates to stakeholders.

- Develop & maintain KPI’s to measure & improve operational effectiveness and customer satisfaction

- Ensure compliance with company policies, contractual obligations, and regulatory requirements.

- Analyze service order data to identify trends, inefficiencies, and opportunities for process improvement.

- Develop and implement best practices for order fulfillment, focusing on customer satisfaction, accuracy and productivity

- Manage emergency/afterhours customer support within the fulfillment team.

- Lead, train, and motivate the service order fulfillment team to achieve performance targets.

- Collaborate with IT and process owners to enhance digital tools and reporting for service order management.

- Handle escalations and complex service order issues, ensuring prompt resolution.

- Prepare regular reports on service order fulfillment KPIs for management review.

- Support new product/service launches and process changes as required.

- Manage the iStore customer facing tool with other internal stakeholder departments

Minimum Requirements:

- Bachelor’s degree in Business Administration, Supply Chain, Engineering, or related field.

- 5 years experience supervising a fulfillment/distribution team.

- Proven experience in order fulfillment, service operations, or supply chain management (preferably in industrial, distribution settings).

- Strong leadership, organizational, and problem-solving skills.

- Excellent communication and stakeholder management abilities.

- Proficiency in ERP systems (Oracle preferred) and MS Office; experience with digital service management tools is a plus.

- Ability to work in a fast-paced, dynamic environment.

Desired Skills:

- Strong customer focus with a commitment to delivering high-quality service.

- Proactive and results-oriented mindset.

- Excellent analytical and critical thinking abilities.

- Adaptable and open to change in a dynamic business environment.

- High attention to detail and accuracy.

- Strong interpersonal skills and ability to work collaboratively across teams.

- Effective time management and prioritization skills.

- Positive attitude and resilience under pressure.

- Strong sense of ownership and accountability.

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