Senior Customer Engagement Manager

Job Title: Customer Engagement Manager
Location: Cary, NC
Hybrid - 3 days onsite
Zip Code: 27513
Start Date: ASAP
Job Type: Direct Hire
Pay Rate: Up to $135k
Keywords: #CustomerEngagement #SupplyChain

The Customer Engagement Manager leads a team of fifteen with four direct reports and is responsible for strengthening the connection between customer service, commercial operations, finance and supply chain. This role ensures execution reliability, efficient quota management, fast issue resolution, and clear communication with internal and external stakeholders.

JOB RESPONSIBILITIES:
Order Execution & Fulfillment
- Manage order entry, tracking, and system accuracy
- Ensure accurate and timely order release
- Process returns, blocks, and supply issues
- Coordinate with logistics to improve lead times
Customer & Issue Management
- Resolve delivery, quality, and billing complaints
- Prevent recurring problems through root cause actions
- Act as escalation point for complex issues
- Ensure correct invoicing and adjustments
Allocation & Prioritization
- Allocate products during supply constraints
- Monitor risks and usage
- Align priorities with Sales and Planning
Collaboration & Commercial Support
- Liaise across Customer Service, Sales, Planning, and Finance
- Support campaigns, launches, and pricing execution
- Represent customer needs while balancing internal constraints
Performance & Continuous Improvement
- Monitor KPIs (e.g., OTIF, backlog, communication response time)
- Recommend and implement improvements
- Ensure team training and tool adoption

REQUIRED QUALIFICATIONS:
- Bachelor"s degree required; Master"s degree preferred
- 5+ years of experience in Customer Service
- 10+ years in a leadership role (team or cross-functional projects)
- Strong experience in product allocation, complaint resolution, and cross-functional collaboration
- Solid understanding of the Order-to-Cash process
- Proficient in ERP systems (SAP, D365) and performance tracking tools
- Proficient with Microsoft Excel
- Strong communication, prioritization, and decision-making skills

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