Customer Order Management Lead

Job Responsibility:

Join us in Advancing the Environmental Global Impact within the Rail Industry

ZTR is a leading global railway technology company that modernizes and digitally connects railway rolling stock to help our clients create transformational environmental and operational efficiencies. Our solutions and services are being provided on thousands of locomotives globally.

What You'll be Doing

The Customer Order Management Lead is responsible for overseeing all aspects of new system orders, spare parts quotes, spare parts orders, return material authorizations (RMAs) and associated sales operations. This role ensures efficient and accurate processing of customer orders while leading and supporting the Customer Care Coordinator in handling order booking and spare parts fulfillment.

The ideal candidate will work closely with sales, engineering, product management, technical services, production and shipping teams to ensure seamless operations and customer satisfaction.

Order Management:

• Oversee the end-to-end process of new orders, including pricing validation, order entry, tracking, and fulfillment.
• Ensure timely processing and accurate documentation of orders.
• Work closely with production team and shipping teams to support inventory management and shipping schedules.
• Lead stand-up meetings for cross-department alignment and proactive mitigation of any shipment schedule risks

Spare Parts Management:

• Supervise the quoting and processing of spare parts orders.
• Ensure pricing accuracy and support escalations or expediting requests as needed.
• Maintain communication with customers regarding order status, lead times, and any changes.

Return Material Authorization (RMA) Coordination:

• Receive, review, and approve customer return requests based on warranty policies and return guidelines.
• Issue RMA numbers and provide customers with return shipping instructions.
• Provide updates to customers on the status of their return, repair, or replacement.
• Acquire customer approval or purchase order amendments
• Address inquiries and escalate issues when necessary.
• Analyze reasons for returns to identify patterns and recurring product issues.

Customer Service & Support:

• Act as the escalation point for customer inquiries and complex order-related issues.
• Ensure a high level of customer satisfaction by proactively addressing concerns and improving response times.
• Provide training and guidance to the Customer Care Coordinator to enhance operational efficiency.

Process Improvement & Reporting:

• Develop and implement process improvements to streamline order processing and spare parts management.
• Track and analyze order fulfillment metrics to drive efficiency and reduce errors.
• Generate reports on sales orders, backlog, and customer inquiries to support decision-making.

Collaboration & Leadership:

• Work cross-functionally with sales, engineering, supply chain, and finance teams to ensure smooth order execution.
• Supervise and mentor the Customer Care Coordinator, ensuring team development and effective workload distribution.

Who you are:

• Bachelor's degree or Diploma in Business Administration and/or;
• 5+ years of experience in customer service, order management, or supply chain within a manufacturing or technology-driven industry.
• Leadership and team management experience.
• Proficiency in ERP and CRM systems for order tracking and reporting.
• Excellent problem-solving, organizational, and communication skills.
• Ability to manage multiple priorities and work in a fast-paced environment.

Please apply even if you don't qualify for all responsibilities or skills, we still want to hear from you!

Why Choose ZTR?

ZTR offers a positive working environment and a group of friendly and talented industry leaders passionate about driving environmental and financial benefits for our clients. We encourage and support employees to find long-term success and explore opportunities that play into their strengths and passions. We value lateral moves as much as vertical promotions; we believe all roles should develop your skills, broaden your experience, and help you continue on a journey to build a rewarding career at ZTR.

At ZTR, we continuously promote a healthy balance between work, fun and family. This is a place where employees make a difference in our company and within our customers' organizations. You will have the ability to direct your career path at ZTR as we are rapidly growing with numerous opportunities for professional growth and development.

ZTR Control Systems provides accommodations for applicants with disabilities throughout the recruitment process. If you require accommodation, please contact Human Resources. We will address information received regarding the accommodation needs of applicants in confidence.