Position Summary:
The Senior Manager – Customer Order Operations is a strategic leadership role responsible for overseeing and optimizing the full order management cycle. Working closely with the Sales Director, this role ensures all client orders are processed efficiently, accurately, and in alignment with production capabilities and customer expectations.
This position provides direction to the Order Desk team, including the existing Order Desk Manager and Customer Service Representatives, ensuring high standards of performance, process consistency, and customer satisfaction. The Senior Manager takes ownership of complex orders, special client requests, and cross-functional collaboration with Production, Finance, Sales, and Purchasing to resolve issues and drive continuous improvement.
This is a full-time, on-site position ideal for someone who thrives in a fast-paced, high-volume manufacturing environment and is passionate about delivering results through team development, process optimization, and customer-first thinking.
Key Responsibilities:
- Lead and oversee the entire Order Desk operation, supervising the Order Desk Manager and team.
- Act as the main escalation point for complex or high-value orders, customer issues, and production conflicts.
- Streamline and optimize the full order cycle, ensuring efficiency and accuracy at every stage.
- Develop and enforce SOPs, KPIs, and best practices to standardize processes and measure performance.
- Collaborate cross-functionally to resolve escalated issues, approve rush/custom orders, and balance workload.
- Manage financial disputes, pricing exceptions, and credit issues with the Controller and Sales Director.
- Mentor, coach, and train staff on order protocols, client communications, and systems usage.
- Conduct regular audits of order accuracy, fulfillment timelines, and service quality.
- Input and manage high-priority or custom orders accurately in FeneVision.
- Liaise with Production to facilitate custom requests, remakes, and approval of special orders.
- Oversee entry of special configurations such as shapes, custom colors, or specialty items.
- Lead or support continuous improvement initiatives across the department.
- Provide backup support for production scheduling and other key operational areas.
- Report regularly to the Sales Director on department performance, customer issues, and operational risks.
Skills:
- Deep understanding of window and door manufacturing, product specifications, and production processes.
- Proven leadership and team development experience in a fast-paced, customer-facing role.
- Strong analytical and problem-solving skills with a continuous improvement mindset.
- Excellent communication and interpersonal skills, managing both customer relationships and internal teams.
- Advanced proficiency in FeneVision, Microsoft Office (especially Excel), and ERP/order management systems.
- Strong organizational and time management skills with the ability to handle competing priorities.
Education & Experience:
- Post-secondary education in Business Administration, Operations Management, or related field.
- 7+ years of progressive experience in order management, customer service, or operations in window/door manufacturing.
- 3+ years in a leadership role, managing teams and cross-department collaboration.
- Experience managing escalations, process improvements, and customer satisfaction metrics.
Why Stage Windows & Doors?
- 100% Employer-Paid Company health benefits upon successful completion of probation.
- Professional membership reimbursement.
- Opportunities for growth and career advancement.
- Dynamic Work Environment with a supportive company culture prioritizing teamwork and safety.
- Recognition and rewards for hard work, innovation, and commitment to excellence
- Work location: In Person.
Stage Windows & Doors thanks all applicants. Successful candidates will be contacted to participate in the interview process.
Stage Windows & Doors is an equal opportunity employer committed to inclusion and diversity. Employment accommodations are available in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
