Gates Corporation · 1 month ago
Order Fulfillment & Customer Service (CS) Team Leader
KR - GUKC
Full-time
Onsite
Senior Level
5+ years expGates Corporation is seeking an Order Fulfillment & Customer Service (CS) Team Leader to manage and coordinate daily order fulfillment operations while leading the customer service team. The role involves ensuring high-quality support, monitoring performance metrics, and driving process improvements across fulfillment and customer service workflows.
Industrial Automation
Responsibilities
Manage daily order fulfillment operations, ensuring OTIF (On-Time-In-Full) performance
Lead and supervise the fulfillment coordination with the team
Monitor KPIs (order cycle time, fulfillment rate, logistics cost) and investigate performance gaps
Collaborate with logistics and warehouse functions to resolve bottlenecks
Analyze root causes of late deliveries or fulfillment errors; implement corrective actions
Approve high-value or priority orders for release
Drive cost optimization and process reliability in fulfillment
Report fulfillment performance regularly to leadership
Lead and develop the customer service team to deliver consistent, high-quality support
Define and track KPIs (response time, case resolution, service level compliance)
Oversee daily/weekly team huddles, performance coaching, and workload allocation
Handle customer escalations, disputes, and priority order approvals (incl. pricing/credit blocks)
Align with commercial and supply chain stakeholders on priorities
Ensure compliance with internal policies and standards in CS processes
Review CS reports, customer feedback, and identify service improvements
Prepare and present monthly CS performance reports to leadership
Identify bottlenecks across both fulfillment and customer service workflows
Use analytical tools (Excel, Power BI, dashboards) to monitor service and fulfillment KPIs
Balance “performing while transforming”: deliver daily operational excellence while leading step-change improvements
Implement cross-functional initiatives with Supply Chain, Commercial Team, and Finance to optimize order-to-cash
Qualification
Required
Bachelor's degree in Business, Supply Chain, or related field
5+ years' experience in order fulfillment, customer service, or supply chain within a manufacturing/industrial company
Experience leading or supervising a team in fulfillment or CS
Strong ERP (SAP, Oracle, QAD) and Excel/Power BI skills
Fluent in Korean; working English proficiency
Preferred
Multinational company experience
Knowledge of logistics, warehousing, and export/shipping documentation
Familiarity with Lean/Six Sigma or other continuous improvement tools
Company
Gates Corporation
We are a leading manufacturer of application-specific fluid power and power transmission solutions.
10001+ employees
H1B Sponsorship
Gates Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (13)
2023 (7)
2022 (5)
2021 (15)
2020 (7)
Funding
Current Stage
Late StageLeadership Team
Brooks Mallard
Executive Vice President, CFO
Heather Celeste
Regional CFO, Americas
Recent News
2024-05-01
2024-04-14
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