Supply Chain Management & Customer Service Lead

This role should not operate as a back-office logistics coordinator; it must function as the cross-functional owner of the Integrated Business Planning (IBP / S&OP) cadence, possessing operational authority to validate sales projections and tying compensation directly to forecast accuracy (MAPE) and on-time fulfillment (OTIF).

Reporting Line

-Managing Director

Team Size

-Direct oversight of 3 personnel (Demand Planning, Logistics, Order Fulfillment)

Primary Mission

Align commercial demand with operational capacity to drive cost efficiency and achieve >85% forecast precision

Reporting Line

-Managing Director

Team Size

-Direct oversight of 3 personnel (Demand Planning, Logistics, Order Fulfillment)

Primary Mission

Align commercial demand with operational capacity to drive cost efficiency and achieve >85% forecast precision

Primary Accountabilities

-Demand Planning & Forecast Accuracy

Volatility reduction

-Design and lead the monthly consensus forecasting process using statistical baseline models combined with commercial pipeline inputs. Enforce accountability on sales variance.

-Commercial Operations Alignment

-Commercial enablement

-Partner with Sales and Marketing to model promotional lifts, establish minimum order quantities (MOQs), and manage customer service-level expectations to prevent stock-outs.

-Supply Chain Efficiency & Logistics

-Cost-to-serve reduction

-Direct third-party logistics (3PL) partners, optimize carrier freight spend, streamline warehouse throughput, and systematically lower end-to-end landed costs.

-Integrated Business Planning (S&OP)

Enterprise visibility

-Chair monthly cross-functional S&OP reviews reconciling commercial projections, inventory levels, production constraints, and financial budget targets.

-Inventory & Working Capital Optimization

Calculate and continuously tune safety stock parameters, manage product lifecycles (NPI through SKU rationalization), and minimize obsolete inventory write-offs.

-Channel & Distributor Operations

Channel pipeline transparency

-Implement distributor management protocols to track sell-in versus actual sell-out data. Eliminate channel stuffing at quarter-end and audit distributor holding days to maintain accurate market demand signals.

-Sales Enablement & Pipeline Cadence

Pipeline velocity & conversion

-Own CRM hygiene and lead-to-order workflow enforcement. Partner with Sales Directors during weekly pipeline reviews to pressure-test deal stages, close probabilities, and delivery timelines against supply capacity.

-Revenue Allocation & Order Prioritization

-Strategic customer retention

Design and enforce commercial rationing rules during supply-constrained periods. Allocate inventory based on strategic customer tiers, net customer margin contribution, and contractual service agreements.

-Order-to-Cash (O2C) Optimization

-Frictionless customer fulfillment

Streamline commercial handoffs between sales contract execution, customer credit approvals, order booking, and warehouse fulfillment to eliminate billing disputes and order cycle delays.

Primary Accountabilities

-Demand Planning & Forecast Accuracy

Volatility reduction

-Design and lead the monthly consensus forecasting process using statistical baseline models combined with commercial pipeline inputs. Enforce accountability on sales variance.

-Commercial Operations Alignment

-Commercial enablement

-Partner with Sales and Marketing to model promotional lifts, establish minimum order quantities (MOQs), and manage customer service-level expectations to prevent stock-outs.

-Supply Chain Efficiency & Logistics

-Cost-to-serve reduction

-Direct third-party logistics (3PL) partners, optimize carrier freight spend, streamline warehouse throughput, and systematically lower end-to-end landed costs.

-Integrated Business Planning (S&OP)

Enterprise visibility

-Chair monthly cross-functional S&OP reviews reconciling commercial projections, inventory levels, production constraints, and financial budget targets.

-Inventory & Working Capital Optimization

Calculate and continuously tune safety stock parameters, manage product lifecycles (NPI through SKU rationalization), and minimize obsolete inventory write-offs.

-Channel & Distributor Operations

Channel pipeline transparency

-Implement distributor management protocols to track sell-in versus actual sell-out data. Eliminate channel stuffing at quarter-end and audit distributor holding days to maintain accurate market demand signals.

-Sales Enablement & Pipeline Cadence

Pipeline velocity & conversion

-Own CRM hygiene and lead-to-order workflow enforcement. Partner with Sales Directors during weekly pipeline reviews to pressure-test deal stages, close probabilities, and delivery timelines against supply capacity.

-Revenue Allocation & Order Prioritization

-Strategic customer retention

Design and enforce commercial rationing rules during supply-constrained periods. Allocate inventory based on strategic customer tiers, net customer margin contribution, and contractual service agreements.

-Order-to-Cash (O2C) Optimization

-Frictionless customer fulfillment

Streamline commercial handoffs between sales contract execution, customer credit approvals, order booking, and warehouse fulfillment to eliminate billing disputes and order cycle delays.

Professional Track Record

• >7 years combining supply chain planning with commercial operations or S&OP leadership
• Prior mid-market leadership experience executing rapid inventory or systems turnarounds
• Process Governance
• Proven background instituting formal S&OP or IBP workflows from early-stage to maturity
• Direct experience transitioning planning from fragmented spreadsheets to automated workflows
• Systems & Analytics
• Expert proficiency in ERP environments (e.g., SAP, NetSuite, Dynamics 365) and BI suites (Power BI, Tableau)
• Working knowledge of advanced demand planning software or statistical forecasting engines

Credentials & Education

• Bachelor’s degree in supply chain management, Logistics, Engineering, or Business Administration
• APICS / ASCM certification (CSCP or CPIM) or Lean Six Sigma Green/Black Belt

Commercial Acumen

• Demonstrated ability to challenge sales assumptions constructively using empirical order history
• Experience managing inventory across multi-warehouse or hybrid direct-to-customer/B2B models

Additional location(s) Compensation Information:

Current Employees apply HERE

Current Contingent Workers apply HERE

Professional Track Record

• >7 years combining supply chain planning with commercial operations or S&OP leadership
• Prior mid-market leadership experience executing rapid inventory or systems turnarounds
• Process Governance
• Proven background instituting formal S&OP or IBP workflows from early-stage to maturity
• Direct experience transitioning planning from fragmented spreadsheets to automated workflows
• Systems & Analytics
• Expert proficiency in ERP environments (e.g., SAP, NetSuite, Dynamics 365) and BI suites (Power BI, Tableau)
• Working knowledge of advanced demand planning software or statistical forecasting engines

Credentials & Education

• Bachelor’s degree in supply chain management, Logistics, Engineering, or Business Administration
• APICS / ASCM certification (CSCP or CPIM) or Lean Six Sigma Green/Black Belt

Commercial Acumen

• Demonstrated ability to challenge sales assumptions constructively using empirical order history
• Experience managing inventory across multi-warehouse or hybrid direct-to-customer/B2B models

This role should not operate as a back-office logistics coordinator; it must function as the cross-functional owner of the Integrated Business Planning (IBP / S&OP) cadence, possessing operational authority to validate sales projections and tying compensation directly to forecast accuracy (MAPE) and on-time fulfillment (OTIF).