Manager, Integrated Supply Chain & Customer Experience

Takasago International Corporation U S A•Teterboro, NJ

23d

About The Position

The Manager, Integrated Supply Chain & Customer Operations leads demand planning, customer service and order management, production planning, and purchasing coordination within Supply Chain Operations. The role is responsible for accurate demand forecasting, efficient fulfillment of customer requirements, effective inventory management, and coordination across functions to meet service, inventory, and operational objectives. It serves as a primary customer-facing Supply Chain leader and organizational liaison across Production, Quality Control, Finance, Sales, and Supply Chain to coordinate collaboration and resolve issues affecting customer demand and orders. The manager leads customer service performance and standardized order-management execution, promotes a customer-centric approach, and uses data and performance insights to identify trends, mitigate risks, and improve customer experience and operational results. Supply chain responsibilities include maintaining rolling 12-month demand forecasts, leading monthly S&OP meetings with Sales and the Executive Team, preparing yearly budgets for existing business and supporting new-win budgets, validating demand assumptions with Sales and customers, monitoring forecast accuracy, and planning corrective actions. The role ensures material availability and production readiness, manages capacity constraints, develops mitigation plans for supply interruptions and raw-material shortages, supports business continuity and supply-chain risk management, and collaborates with Operations, Quality, Procurement, Logistics, and Commercial teams to balance supply and demand. It also monitors production performance and customer-impacting quality issues, reduces excess and dormant inventory, and undertakes special projects or ad hoc analysis as needed. The manager develops and coaches direct reports, sets aligned individual goals, leads succession planning, promotes cross-functional collaboration, and supports continuous improvement. Key metrics include forecast accuracy, on-time shipping and service levels, inventory health, order-entry accuracy, customer satisfaction, and excess and dormant inventory.

Requirements

Bachelor’s degree in Business, Supply Chain, Customer Service, Operations Management, or a related field.
At least 5 years of Supply Chain experience focused on customer service, S&OP, and inventory management.
At least 5 years of managerial experience, including leadership of multiple functional areas within Supply Chain.
Experience with a prior MRP/ERP system.
Thorough working knowledge of Microsoft Office, including Excel; advanced Excel skills for analysis are emphasized.
Strong supply-chain and operations, demand-planning, and customer-service orientation.
Strong analytical skills to support decision-making and communicate key impacts.
Strong interpersonal, organizational, follow-up, analytical, and problem-solving skills.
Ability to work in a fast-paced environment while maintaining responsiveness, accuracy, and customer focus.
Strong verbal and written communication skills and strong math skills.
Ability to communicate professionally with customers, Sales, Commercial teams, and Supply Chain stakeholders.
Strong customer-facing presence and ability to build trust, manage expectations, and communicate service-recovery plans professionally.
Strong understanding of customer forecasts and forecasting methods.
Strong understanding of the relationship between forecast accuracy, inventory, on-time delivery, and customer satisfaction.
Strong follow-up, organization, communication, and cross-functional collaboration skills.
Ability to operate automated office machines and to work, move, or carry objects or materials; intermittent bending, reaching, and prolonged sitting are also described.

Nice To Haves

APICS certification or a similar supply-chain/customer-service certification.
Experience managing strategic customer relationships and customer-facing operations.
Knowledge of SAP functions.
Oracle or SAP experience.

Responsibilities

Lead customer service performance, including timely shipments, responsive communication, issue resolution, and continuous improvement.
Promote a customer-centric mindset and lead accurate, efficient, standardized order-management execution.
Partner across functions to proactively manage supply risks, improve transparency, and optimize customer outcomes.
Use data and performance insights to identify service trends, mitigate risks, and improve customer experience and operational performance.
Maintain rolling 12-month demand forecasts and lead monthly S&OP meetings with Sales and the Executive Team.
Create yearly budgets for existing business and support new-win budgets with the Commercial Team.
Partner with Sales and customers to validate demand assumptions; monitor forecast accuracy and implement corrective actions.
Identify forecast risks and communicate mitigation plans.
Ensure material availability and production readiness to meet customer requirements.
Develop mitigation plans for supply interruptions, capacity constraints, and raw-material shortages, escalating significant risks as appropriate.
Understand production planning requirements relative to production capacity and work to manage constraints.
Support business continuity planning and supply-chain risk management.
Collaborate with Operations, Quality, Procurement, Logistics, and Commercial functions to balance supply and demand.
Lead actions to reduce excess and dormant inventory and support supply continuity and risk mitigation.
Monitor daily and weekly production performance for potential customer impacts.
Escalate QC rejections and resamples that may affect customers.
Complete special projects and ad hoc analysis as required.
Develop and coach direct reports, establish aligned individual goals, and lead succession planning.
Promote collaboration across Supply Chain, Operations, Finance, and Sales, and support continuous improvement initiatives.