Business Care Manager

Stanley Black & Decker•Towson, MD

7d•Hybrid

About The Position

The Manager, Business Care, Transportation & Customer Compliance is a customer-facing supply chain leadership role responsible for the end-to-end management of day-to-day customer order fulfillment, transportation execution, and customer compliance performance. This role leads the Business Care, Transportation Analyst, and Compliance Analyst functions, ensuring strong operational execution from receipt of the customer purchase order through distribution center shipment, transportation, delivery, and final customer receipt. The Manager serves as a primary operational partner to the customer and works closely with the Customer Supply Chain Event Planning Manager to connect planned customer activity with successful execution. The Manager is accountable for order management, transportation KPIs, compliance adherence, chargeback and dispute management, and systemic process improvement.

Requirements

Solid computer proficiency (Microsoft Office, SAP, Excel, Business Warehouse)
Effective communication skills, both written and verbal required
Willingness to learn
Ability to analyze and problem- solve
Time Management
BA/BS Degree in Supply Chain Management, Business Management, Operations Mgt, or related experience preferred
5-7 years Customer Operations, Supply Chain experience preferred
Previous experience leading employees, analysts, projects, or cross-functional workstreams strongly preferred.
Demonstrated experience in a customer-facing supply chain environment with responsibility for operational performance and customer relationships.
Strong understanding of end-to-end customer order management from purchase order receipt through customer delivery.
Experience managing transportation performance, Distribution Center execution, customer compliance requirements, deductions, and dispute resolution.
Working knowledge of ERP/order-management systems, EDI transactions, customer portals, transportation systems, and analytical/reporting tools; SAP experience preferred.

Responsibilities

Lead the day-to-day Business Care and Customer Fulfillment function, ensuring customer purchase orders are accurately received, audited, processed, and fulfilled.
Maintain oversight of all Business Care Analyst responsibilities while providing leadership, prioritization, coaching, and escalation support.
Oversee auditing of turn/base-business orders for pricing alignment, minimum order quantities, product availability, order blocks, customer-specific requirements, and other fulfillment exceptions.
Lead escalations involving shortages, allocation, pricing discrepancies, EDI issues, fulfillment constraints, and other order-management exceptions.
Establish standardized operating procedures and controls to improve order accuracy, execution, and customer experience.
Provide direct leadership and oversight of the Transportation & Compliance Analyst function and retain accountability for the complete analyst scope.
Ensure purchase orders and shipments are tracked from receipt through distribution center shipment, delivery, and customer receipt.
Oversee carrier capacity management, particularly for collect-freight customers, and ensure capacity risks are proactively communicated and escalated.
Manage transportation escalations involving Distribution Centers, carriers, customer transportation teams, and internal logistics partners.
Own transportation performance including On-Time Pickup, On-Time Delivery, Customer Service Level, Carrier Capacity, Distribution Center Execution, and Appointment Compliance.
Lead root-cause analysis for recurring transportation failures and drive corrective actions with the appropriate operational partners.
Ensure customer compliance requirements are documented, communicated, monitored, and embedded in day-to-day operational processes.
Oversee compliance KPIs and deductions including ASN compliance, on-time performance, fill-rate/service-level compliance, routing and transportation compliance, purchase-order compliance, and customer-specific requirements.
Oversee investigation, documentation, submission, and resolution of customer deductions and disputes through applicable customer portals.
Establish reporting for chargebacks, disputes, recoveries, root causes, and financial exposure.
Translate recurring compliance failures and deduction trends into sustainable process improvements across Business Care, Transportation, Distribution, and Customer Supply Chain.