Associate Manager, Customer Fulfillment

While there is a pre-identified candidate for this position, we encourage all interested applicants to apply.

ABOUT THE ROLE

The purpose of this role is to lead and manage Customer Fulfillment for the Northern Cluster, ensuring service level performance, operational excellence, and consistent execution of the multiple activities needed to support customers / markets needs into the Order To Delivery E2E flow to maximize sales reducing the cost to serve (according to SCJ resources/capacities/costs).

The Team Lead is responsible for day-to-day people leadership, workload prioritization, issue resolution, and performance management. This position and most of their direct reports are in BA – Argentina, being the liaison for all order management status for Mancoms/Sales/Logistics/Supply Chain local leaders.

This position reports to the Customer Fulfillment Director and works in close collaboration with Centralized Team (back-office structure), COE and other CF Front Team leaders from other LATAM regions to ensure alignment, standardization, and continuous improvement across the operation.

KEY RESPONSIBILITIES

• Lead and manage the Front Team Northern Cluster (Mexico, Colombia, Ecuador, Peru and Venezuela), ensuring compliance with Customer Fulfillment processes, policies, and service standards
• Own daily order management operational execution, including workload distribution, prioritization, and resolution of escalations
• Ensure achievement of KPIs and SLAs related to service, quality, productivity, and customer experience.
• Act as the first point of escalation for operational issues, coordinating with Centralized Team and COE when required.
• Drive continuous improvement initiatives, identifying process gaps and improvement opportunities within the Front Team.
• Partner with COE and Digital teams to promote standardization and support adoption of tools, self-service solutions, and process enhancements.
• Coach, develop, and provide regular feedback to team members, fostering a high-performance and engagement culture
• Participate in regional and global Customer Fulfillment projects when required.

• REQUIRED EXPERIENCE YOU’LL BRING
• Bachelor’s degree in engineering, Business Administration, Systems, or related field
• 2–4 years of experience in Customer Fulfillment or related operational roles, with increasing responsibility
• Proven experience in team leadership or people coordination
• Strong understanding of end-to-end Supply Chain processes.
• Experience working with SAP and MS Office tools is desired.
• Ability to manage priorities in a fast-paced, operational environment
• Intermediate / advanced English skills

PREFERRED EXPERIENCES AND SKILLS

• Strong communication and stakeholder management skills
• Lean / Continuous Improvement mindset (Lean Champion preferred)
• Strong problem-solving skills, adaptability, and ownership mentality

JOB REQUIREMENTS

• Full-Time
• Remote work is available once a week for eligible employees
• This role is not eligible for relocation

BENEFITS AND PERKS

SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service. As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.

ABOUT US

SC Johnson (SCJ) is a family company working for a better world. It's this essence that drives all its activities around the world for 135 years. Throughout its history, it has established itself as one of the leading global manufacturers of household brands, offering high-quality products in hygiene, cleaning, home storage, air fresheners, pest control, among others. In Brazil, its portfolio includes recognized brands such as Pato®, Mr. Músculo®, Lysoform®, Glade®, Raid®, OFF!®, Baygon®, and Ziploc®.

ABOUT THE ROLE

The purpose of this role is to lead and manage Customer Fulfillment for the Northern Cluster, ensuring service level performance, operational excellence, and consistent execution of the multiple activities needed to support customers / markets needs into the Order To Delivery E2E flow to maximize sales reducing the cost to serve (according to SCJ resources/capacities/costs).

The Team Lead is responsible for day-to-day people leadership, workload prioritization, issue resolution, and performance management. This position and most of their direct reports are in BA – Argentina, being the liaison for all order management status for Mancoms/Sales/Logistics/Supply Chain local leaders.

This position reports to the Customer Fulfillment Director and works in close collaboration with Centralized Team (back-office structure), COE and other CF Front Team leaders from other LATAM regions to ensure alignment, standardization, and continuous improvement across the operation.

KEY RESPONSIBILITIES

• Lead and manage the Front Team Northern Cluster (Mexico, Colombia, Ecuador, Peru and Venezuela), ensuring compliance with Customer Fulfillment processes, policies, and service standards
• Own daily order management operational execution, including workload distribution, prioritization, and resolution of escalations
• Ensure achievement of KPIs and SLAs related to service, quality, productivity, and customer experience.
• Act as the first point of escalation for operational issues, coordinating with Centralized Team and COE when required.
• Drive continuous improvement initiatives, identifying process gaps and improvement opportunities within the Front Team.
• Partner with COE and Digital teams to promote standardization and support adoption of tools, self-service solutions, and process enhancements.
• Coach, develop, and provide regular feedback to team members, fostering a high-performance and engagement culture
• Participate in regional and global Customer Fulfillment projects when required.

• REQUIRED EXPERIENCE YOU’LL BRING
• Bachelor’s degree in engineering, Business Administration, Systems, or related field
• 2–4 years of experience in Customer Fulfillment or related operational roles, with increasing responsibility
• Proven experience in team leadership or people coordination
• Strong understanding of end-to-end Supply Chain processes.
• Experience working with SAP and MS Office tools is desired.
• Ability to manage priorities in a fast-paced, operational environment
• Intermediate / advanced English skills

PREFERRED EXPERIENCES AND SKILLS

• Strong communication and stakeholder management skills
• Lean / Continuous Improvement mindset (Lean Champion preferred)
• Strong problem-solving skills, adaptability, and ownership mentality

JOB REQUIREMENTS

• Full-Time
• Remote work is available once a week for eligible employees
• This role is not eligible for relocation

BENEFITS AND PERKS

SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service. As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.

ABOUT US

SC Johnson (SCJ) is a family company working for a better world. It's this essence that drives all its activities around the world for 135 years. Throughout its history, it has established itself as one of the leading global manufacturers of household brands, offering high-quality products in hygiene, cleaning, home storage, air fresheners, pest control, among others. In Brazil, its portfolio includes recognized brands such as Pato®, Mr. Músculo®, Lysoform®, Glade®, Raid®, OFF!®, Baygon®, and Ziploc®.

Inclusion & Diversity

We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.

We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.