North America Associate Manager, Order Management and FulfilmentReports To: Sr. Manager S&OP and Customer ServiceLocation: Hybrid, Mukwonago, WI or Lincolnton, NCPosition SummaryThe
Associate Manager, Order Management and Order Fulfilment is responsible for overseeing the complete order lifecycle for direct, distribution, and intercompany accounts in North America. This role combines team leadership, project execution, and strategic oversight to streamline fulfillment processes, enhance customer satisfaction, and support Aptar's broader supply chain goals. You will lead team members responsible on order entry, order date management, order fulfillment, process adherence, and operational efficiency, driving continuous improvement and standardization across all order fulfillment, order management and other customer service related functions.
Key ResponsibilitiesTeam Leadership & Support Coordination- Lead, coach, and mentor customer fulfillment and support teams to meet service level agreements and performance KPIs.
- Foster a collaborative environment that promotes knowledge sharing and continuous improvement.
Order Management (Direct, Distribution, Intercompany)- Oversee the end-to-end lifecycle of orders for direct customers, distribution partners, and intercompany transfers.
- Serve as the primary point of contact for fulfillment inquiries and escalation point for complex order issues.
- Coordinate cross-functional efforts to manage order flow, prioritize shipments, and resolve discrepancies.
Process Optimization & Automation- Identify opportunities to automate and streamline fulfillment tasks and workflows.
- Collaborate with IT/IS and process engineering teams to implement digital tools and SAP enhancements.
- Develop, maintain, and continuously improve SOPs, work instructions, and training materials.
Customer Engagement & Accountability- Monitor customer behavior against forecast commitments and hold customers accountable for deviations impacting inventory or production.
- Ensure alignment between customer expectations and Aptar's operational capabilities.
Forecasting, Demand Planning & Inventory Management- Own portions of the forecast analysis process, working closely with demand planners to validate customer data.
- Monitor inventory levels and customer liabilities, ensuring optimal stock positioning and minimizing excess or obsolete inventory.
- Support business reviews by preparing data on backlog, lead times, and inventory health.
Reporting & Documentation- Maintain accurate records of order transactions, customer communications, and fulfillment metrics.
- Track and report key performance indicators related to order accuracy, fulfillment timelines, and documentation compliance.
- Generate reports for internal stakeholders and contribute to executive reviews and planning sessions.
Stakeholder Collaboration- Work closely with distribution partners, internal business units, and Aptar sites to ensure seamless coordination and fulfillment.
- Collaborate with demand planning, logistics, and finance teams to align on inventory positioning, liability management, and service commitments.
Project Leadership- Lead or support cross-functional projects aimed at improving fulfillment processes and rolling out standardized procedures across Aptar's global network.
Qualifications- Bachelor's degree in Supply Chain, Business Administration, or related field; or 7+ years of experience in customer service, order fulfillment, distribution logistics, or intercompany order management in a manufacturing or distribution environment.
- 3+ years of experience in Order Fulfillment, Order Management, Customer services or related role preferred;
- Strong analytical skills and proficiency in ERP systems (SAP preferred) and documentation tools.
- Excellent communication, organizational, and stakeholder management abilities.
WHAT WE OFFER• An exciting, diverse and value based working environment.
• Award-winning corporate university offering personal development and training opportunities.
• Competitive base salary and performance-based bonus plan. • Contribute to the communities where we reside.
• An outstanding benefits package, which includes 401(k), retirement savings plan, vacation, medical, dental, vision, maternity/paternity leave, life insurance for you and optional for your dependents, LTD, STD, flex spending, pet care, auto & home, critical illness, and a wellness program.
Nearest Major Market: Waukesha
Nearest Secondary Market: Milwaukee 
