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Customer Fulfillment & Planning Manager
Customer Fulfillment & Planning ManagerFlame Spray North America • Fountain Inn, SC, USA
Customer Fulfillment & Planning Manager

Customer Fulfillment & Planning Manager

Flame Spray North America • Fountain Inn, SC, USA
3 days ago
Job type
  • Full-time
  • Quick Apply
Job description

The Customer Fulfillment & Planning Manager owns the customer interface and the internal plan that supports it for both Chem and Mach / Ablation / EDM / Blue-Light operations. This role translates demand into accurate orders, realistic promise dates, and predictable shipments, creating one plan that everyone trusts. The position requires travel between our two locations.

2.0 Primary Functions

  • On-Time Delivery & Promise Dates : Achieve ≥95–98% OTD across Plants 2 & 3; maintain ≥95% shipments on or before confirmed dates.
  • Backlog & Order Management : Keep open lines up-to-date with current dates, statuses, and next actions; eliminate stale lines.
  • ERP & Customer Portal Accuracy : Ensure clean order entry, zero critical errors, and minimized invoice holds.
  • Expedite Management : Limit weekly expedites to
  • Visibility & Communication : Provide weekly customer backlog snapshots and internal leadership summaries.

3.0 Additional Duties

  • Customer Portals & Order Management

    • Retrieve POs, specs, drawings, and attachments from customer portals.

  • Enter clean, accurate orders into ERP and route technical questions to Engineering or Quality.
  • Validate inventory levels and special requirements before confirming orders.
  • Promise Dates & Capacity Planning

    • Set realistic promise dates based on plant capacity.

  • Monitor weekly production vs. plan, identify risks, and communicate adjustments as needed.
  • Backlog Management

    • Maintain a single live backlog for both plants with accurate dates, statuses, and next actions.

  • Publish weekly customer snapshots and internal summaries highlighting risks or changes.
  • Expedites & Exceptions

    • Gatekeep expedite requests, ensuring feasibility and documenting reasons.

  • Monitor trends to reduce unnecessary exceptions.
  • Routers, ERP, & Data Integrity

    • Ensure routers reflect current methods and times; maintain clean ERP master data.

  • Address root causes of mismatches or errors to prevent recurrence.
  • Shipping & Logistics Coordination

    • Coordinate shipments, documentation, and labels to ensure orders are fulfilled as promised.

  • Collaborate with Shipping / Receiving and Quality to resolve discrepancies.
  • Decision Rights

    • Final authority on promise dates, order releases, and expedites within plant capacity.

  • Stop release of incomplete or incorrect orders and request updates when necessary.

    • 4.0 Knowledge, Skills, Abilities

  • 8–15+ years of experience in customer fulfillment and / or production planning within a complex or regulated manufacturing environment.
  • Strong proficiency with ERP systems and customer portals; able to translate capacity and production data into accurate delivery commitments.
  • Clear, composed communicator who effectively aligns cross-functional teams and takes ownership of customer commitments from order to delivery.
  • Data-driven and metrics-focused, regularly tracking and improving key performance indicators such as on-time delivery, past-due orders, promise accuracy, and expedite rate.

    • 5.0 Physical Requirements

  • Ability to bend, twist, climb, stoop, or stand for extended periods.
  • Ability to lift up to 50 pounds.
  • Ability to sit or stand at a workstation for long durations.
  • Strong attention to detail and ability to follow detailed written and verbal instructions.
  • This position requires regular on-site presence during normal business hours, as consistent attendance is an essential function of the role.

    • 6.0 Working Conditions

    This position is an inside position working 100% of the time in a non-climate controlled environment. Requires regular travel between two locations.

    7.0 Terms and Accommodations

    Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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    Manager Fulfillment • Fountain Inn, SC, USA