Manager, Order to Cash & EDI Operations

South Pittsburg, TN (hybrid)

A DAY IN THE LIFE

Reporting to the Senior Director, Finance, Accounting and Retail, the Manager, Order to Cash (OTC) & Electronic Data Interchange (EDI) Operations leads the team that owns and continuously improves the end-to-end Order to Cash process while serving as the functional owner for Electronic Data Interchange (EDI) operations across customers, retailers, distributors, and third-party partners. This role ensures seamless order processing, customer compliance, invoice accuracy, dispute resolution, and cash collection activities while driving EDI performance, system enhancements, and cross functional process improvements. The position acts as the primary liaison between Customer Service, Sales, Supply Chain, Finance, Operations, IT, and external trading partners to ensure efficient order execution, data integrity, and customer satisfaction. This role is based in South Pittsburg, TN and in the office 3 days a week with 2 remote days.

THE IDEAL CANDIDATE:

The ideal candidate for the Manager, OTC & EDI Operations role has experience leading teams and managing Order to Cash (OTC) and Electronic Data Interchange (EDI) processes. They are a collaborative and people-focused leader who thrives in a dynamic, fast-paced environment. They possess strong change management skills and a proven ability to coach, develop, and empower team members while fostering accountability and growth. With high emotional intelligence and exceptional communication skills, they build strong cross-functional relationships and effectively partner with stakeholders across the organization. This individual proactively identifies process improvement opportunities, partners with others to develop practical solutions, and delivers feedback in a constructive and meaningful way. They are adaptable, solution-oriented, and energized by driving continuous improvement while leading teams through change and operational excellence.
RESPONSIBILITIES:

EDI

• Serve as the primary business lead for all EDI transactions, including but not limited to 850, 855, 856, 810, 820, 846, 940, and 945 documents.
• Manage EDI onboarding, testing, implementation, and maintenance for new customers, distributors, retailers, and third-party logistics providers.
• Monitor EDI transaction health and proactively identify, troubleshoot, and resolve exceptions, failures, and data discrepancies.
• Partner with IT, integration providers, and external trading partners to maintain system stability and compliance.
• Lead root cause analysis and corrective actions for EDI related issues impacting customer orders, shipments, invoices, or payments.
• Maintain EDI documentation, mapping specifications, process flows, and standard operating procedures.
• Drive continuous improvement initiatives to enhance automation, transaction accuracy, and customer compliance.

Order to Cash

• Lead daily OTC operations, ensuring accurate and timely order management from order receipt through cash application.
• Monitor order processing activities to ensure service level agreements and customer requirements are consistently achieved.
• Partner with Customer Service and Supply Chain teams to resolve order holds, allocation issues, pricing discrepancies, and fulfillment challenges.
• Support invoice generation, customer deductions management, chargeback resolution, and collections processes.
• Identify process bottlenecks and implement solutions to improve order cycle times, cash flow, and customer experience.
• Ensure adherence to company policies, customer agreements, and financial controls throughout the OTC process.

Leadership, Reporting & Development

• Act as a subject matter expert for OTC and EDI processes across the organization.
• Build strong relationships with key customers, retailers, distributors, and internal stakeholders.
• Support customer compliance initiatives and retailer scorecard improvement efforts.
• Participate in customer onboarding projects, system upgrades, ERP implementations, and process transformation initiatives.
• Provide operational support and guidance during peak business periods and critical customer events.

• Develop and maintain KPI dashboards for OTC and EDI performance metrics.
• Analyze trends related to order accuracy, EDI failures, chargebacks, deductions, invoice disputes, and customer compliance.
• Lead process improvement projects utilizing Lean, Six Sigma, or continuous improvement methodologies.
• Recommend and implement automation opportunities that improve efficiency and reduce manual intervention.

• Directly manage, coach, and develop OTC, Customer Service, and EDI team members, including goal setting, performance management, and professional development.
• Manage staffing, workload allocation, and resource planning to ensure OTC and EDI service levels are met across peak and standard business periods.
• Establish best practices and promote a culture of accountability, customer focus, and operational excellence.
• Support training initiatives and knowledge sharing across departments.

BASIC REQUIREMENTS:

• Bachelor's degree in Business, Accounting, Information Systems, Finance, or related field.
• 5+ years of experience in Order-to-Cash, Customer Operations, EDI, Supply Chain Operations, or related business functions.
• 2+ years of direct people management or team leadership experience.

EMPLOYEE BENEFITS:

• Competitive Pay
• Generous Paid Time Off
• Insurance Benefits (Medical, Dental, Vision, Prescription, Life, and Short-Term Disability)
• On-Site Clinic and Fitness Center

• 401K Match and Deferred Profit-Sharing Program
• Quarterly Profit Sharing
• Employee Assistance Program
• Scholarship Opportunity and Tuition Reimbursement
• $150 Boot Allowance
• Employee Discount at Lodge Factory Store and Big Bad Breakfast
• Safety, Holiday, and Celebration Events