Manager, Integrated Supply Chain & Customer Experience
About The Position
The Manager, Integrated Supply Chain & Customer Operations, is responsible for leading Demand Planning, Customer Service (Order Management) Production Planning, and Purchasing coordination activities within the Supply Chain Operations. This role ensures customer demand is accurately forecasted, customer requirements are fulfilled efficiently, inventory is managed effectively, and cross-functional teams work together to achieve service, inventory, and operational objectives. This role serves as a primary customer-facing leader for the Supply Chain organization, ensuring that customer needs, service levels, order fulfillment requirements, and communication expectations are clearly understood, proactively managed, and effectively supported across the business. The Manager, Integrated Supply Chain & Customer Operations is the main liaison across the organization (PRD, QC, Finance, Sales, SC) to bring collaboration of teams together to support and resolve issues that can impact customer demands/orders.
Requirements
- Bachelor’s degree required in Business, Supply Chain, Customer Service, Operations Management, or a related field.
- 5 years’ experience in Supply Chain focused on Customer service, S&OP and Inventory Management.
- Experience managing strategic customer relationships and customer-facing operations; preferred.
- 5 years of managerial experience including experience leading multi-functional areas; within Supply Chain.
- Supply Chain experience with strong written and oral communication skills, sound judgment, a high level of personal accountability, and a demonstrated commitment to customer satisfaction.
- Strong Analytical Skills to drive decision making and communicate key impacts
- Knowledge of prior MRP/ERP System is required.
- Thorough working knowledge of Microsoft Suite including Excel is required.
Nice To Haves
- APICS certification or similar supply chain/customer service certification preferred.
- Knowledge of SAP functions is a plus.
Responsibilities
- Drive Customer Service Top Performance by ensuring timely shipments, responsive communication, support resolutions and continued improvements to build top service
- Lead Customer Centric Mindset through all activities.
- Lead Order Management in Execution Excellence by ensuring accurate, efficient, and standardized order management processes
- Partner cross-functionally to proactively manage supply risks, enhance transparency, and optimize customer outcomes
- Leverage Data and Performance Insights to identify service trends, mitigate risks, improve service metrics, and drive sustainable improvements in customer experience and operational performance.
- Develop and maintain rolling demand forecasts for 12 months; Leading monthly S&OP meeting with Sales Teams & Executive Team
- Create Yearly Budget for Existing and support New Win Budget with 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 support customer requirements
- Develop proactive mitigation plans for supply interruptions, capacity constraints, and raw material shortages, escalating significant risks as appropriate.
- Understanding of Production Planning requirements against capacity of Production and work to manage constraints.
- Support business continuity planning and supply chain risk management activities
- Collaborate with Operations, Quality, Procurement, Logistics, and Commercial functions to balance supply and demand.
- Lead actions to reduce excess and dormant inventory.
- Support supply continuity and risk mitigation efforts.
- Monitor production daily/weekly performance related to potential customer impacts
- Escalate QC Rejections/Resamples related to potential customer impacts
- Special Projects or Adhoc Analysis as required
- Drive Customer Centric Mindset Internally & Externally
- Develop and coach direct reports.
- Establish individual goals aligned with organization for success
- Leading Succession Planning
- Promote collaboration across Supply Chain, Operations, Finance and Sales.
- Support continuous improvement initiatives.
Benefits
- flexible work arrangements
- tuition assistance
- health benefits
- employee discounts to various services and products
- life insurance 1.5 times your salary
- robust retirement savings plans
- employee assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
