Sr. Customer Service Manager

The Marzetti Company•Columbus, OH

About The Position

As a senior leader within The T. Marzetti Company’s Supply Chain Team, the Senior Customer Supply Chain Manager is accountable for delivering proactive, end-to-end customer supply chain solutions that drive service excellence, reduce cost-to-serve, and strengthen collaborative partnerships with our customers. This role leads and develops a team of Customer Supply Chain Managers and their teams, setting strategic direction and empowering leaders to translate vision into action. The Senior Manager acts as a key business partner to Sales and Supply Chain leadership, using data-driven insights to design strategies that balance customer needs, operational excellence, and financial performance. The ideal candidate will bring strategic thinking, analytical decision-making, and courageous leadership to champion cross-functional collaboration and continuous improvement. This role requires someone who leads with a hunger to achieve excellence, courage to challenge the status quo, respect to build trust-based relationships, and humility to learn, grow, and help others succeed.

Requirements

Bachelor’s Degree required (Supply Chain, Business, Analytics, or related field preferred).
7+ years of experience in Supply Chain, Logistics, or Customer Operations with demonstrated success leading people leaders.
Proven experience managing complex, cross-functional supply chain challenges and delivering measurable business results.
Experience with service-related KPIs, metrics, and reporting.
Proficiency in Microsoft Office applications, particularly Excel and Power BI

Responsibilities

Team Leadership & Development
Lead, coach, and develop a team of Customer Supply Chain Managers who each lead their own teams; establish clear expectations, track progress against goals, and support professional growth.
Foster a culture of empowerment, accountability, and continuous learning aligned with Marzetti’s commitment to nourishing personal growth.
Customer Solutions & Strategic Partnership
Deliver proactive, data-driven customer supply chain solutions that optimize service, reduce costs, and enable sales growth.
Build and maintain senior-level relationships with key sales and customer partners, translating customer needs into actionable supply chain strategies.
Operational & Service Excellence
Identify, measure, and deliver service excellence as defined by customers through alignment on key metrics such as order fill, on-time delivery, invoice accuracy, and case fill.
Lead performance reviews, develop customer scorecards, and ensure visibility of results across internal and external stakeholders.
Innovation & Continuous Improvement
Encourage curiosity and creativity within the team to generate innovative solutions that enhance service, efficiency, and cost performance.
Analyze data and trends, identifying systemic improvement opportunities implement process changes.
Cross-Functional Collaboration
Drive strong partnerships with Planning, Business Operations, Transportation, Warehousing, Finance, and Sales to ensure integrated execution across the order-to-cash cycle.
Promote open dialogue, alignment, and accountability across teams to develop win–win outcomes with customers.
Decision-Making, Problem Solving & Change Leadership
Use analytical approaches to guide teams through complex challenges while balancing data and judgment.
Lead change with transparency and resilience, advocating for bold ideas and long-term business success.