Customer Service & Order Fulfillment Manager

Our Company

Technogym is a world-leading brand in wellness and fitness known for innovative solutions that inspire people to live healthier lifestyles. We are dedicated to excellence not only in our products but also in the services we provide to our clients and partners. Known all over the world as The Wellness Company our goal is to help develop the philosophy of fitness and well-being and turn it into a true lifestyle. To do so Technogym provides people with gym equipment of the highest quality together with other services like content and programs. Technogyms outstanding fitness products are equally chosen by individuals for their home gym equipment and by large organizations professional sports teams and medical centers for our unmatched quality and reliability. This is partly a direct result of the decades of experience gained as the official supplier to nine Olympic and Paralympic Games from Sydney 2000 to Milano Cortina 2026. Anyone choosing Technogym is choosing to train on equipment that is designed for all types of users from beginners to professional athletes.

Technogym inspires70million daily usersto train using ourinnovative & engaging solutions for fitness sport and health. Established in 1983 Technogym has rapidly grown into a success story of over 2800 employees at 16 branches expanding to more than 150 countries. Move with us for a better world!

Your Role

We are looking for a Customer Service & Order Fulfillment Manager to ensure the efficient execution of the Order to Cash (OTC) process from order confirmation to delivery and installation (D&I). You will play a critical role in delivering exceptional customer experience while maintaining cost efficiency. This role involves working with third-party logistics (3PL) optimizing logistics costs and supporting sales forecasting processes to achieve business objectives. The ideal candidate will be hands-on ready to step in to support the team as needed and thrives as a change agent who drives continuous improvement. This role reports to the VP Order Fulfillment & Logistics and works on-site at our Jersey City offices.

Your Impact

• Oversee the end-to-end Order to Cash process ensuring customer expectations are met regarding experience and cost efficiency.
• Drive customer satisfaction and loyalty by managing and improving Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.
• Ensure the implementation and achievement of KPIs related to TECHNOGYM CARE activities.
• Proactively work with the Logistics team to manage 3PLs ensuring compliance with Service Level Agreements (SLA) and delivering a superior D&I customer experience.
• Ensure the achievement of sales objectives liaising proactively with sales so to identify and reduce backlog slippage and minimizing revenues deviations
• Ensure accurate and compliant invoicing adhering to local fiscal laws and IFRS Group Revenue Recognition policies.
• Support the leadership team to develop reliable and accurate sales forecasts (Monthly Quarterly Semester Year-end)
• Guarantee precise and timely orders process and portfolio order management (backlog) assuring data quality consistency and reliability
• Guarantee an effective Close the Loop process in line with Technogym policies
• Responsible to ensure proper Governance and Compliance of Order To Cash Process
• Ensure the continuous improvement of costs and stock optimization and that OTC is lean effective and efficient
• Build a solid robust right-sized competent data driven customer oriented and engaged team

About You

What you should bring:

• Customer-focused with a deep sense of care and a strong commitment to delivering exceptional experiences that reflect the excellence and sophistication of a luxury brand.
• Proven expertise in Order Fulfillment Logistics Management or a related discipline ideally within a fast-paced highly complex B2B and B2C environments.
• In-depth knowledge of warehouse management delivery and installation processes and international importation procedures.
• Strong financial acumen with the ability to manage costs effectively and make data-driven skills in project management problem-solving negotiation and analytics.
• Provides strong empathetic leadership that inspires and develops high-performing teams
• Advanced proficiency in Microsoft Office and hands-on experience with ERP (SAP preferred) Salesforce Power BI and WMS platforms.
• Able to work on-site 5x/week at our Jersey City offices

What We Offer:

• Salary range $100000 - $115000 commensurate with experience
• Comprehensive medical dental and vision insurance - eligible starting first day of employment
• 401k with company match - eligible first day of employment
• PTO
• On-site gym for employee use

Technogym is an Equal Opportunities Employer

Technogym is an equal opportunities employer. We welcome applications from all members of society irrespective of age sex sexual orientation race religion or belief.
Discover your potential with a career at Technogym where work means loving what you do taking on challenges learning from others sharing a vision and making it come true!