Job Description

The Senior Supply Chain Manager is responsible for overseeing and managing the company’s overall supply chain, logistics, and customer service strategy and operations in order to maximize the process efficiency and productivity. In addition, they play a crucial role in developing and maintaining good relationships with vendors and distributors and internal operations teams. This role has 3 direct reports in scheduling, logistics, and customer service.

Logistics Management

Accountable for dealing with challenging operations issues that require a strong understanding of logistics and carrier network, and you will have the ability to implement solutions that will influence the short and long-term operations. Develop Carrier Relationships.  Ensure customers freight is picked up and delivered on time using safe and reliable carriers.  Develop and manage our database of outside carriers to grow our carrier base. 

• Execute performance management metrics reviews (cost, speed, quality, etc.) for outbound transportation and derive develop improvement plans.
• Drives continuous improvement initiatives with carriers, fulfilment centers, customer service and retail teams to improve customer experience, freight costs and processes
• Produces and communicates transport plans/forecasts on a regular basis
• Manages Transportation related escalations and claims resolution
• Drives root-cause analysis and the successful implementation of corrective actions with causing parties to improve service or cost, or to resolve a problem
• Drives innovation by taking ownership of new projects and its operational success

 Metrics

• On Time Deliveries
• On Time pickups by vendors 
• P/L Company Freight – Track Freight Implications
• Loading Times
• 100% Appointments Created

Demand/Forecast Management

Responsible for leveraging analytical, marketing, and sales data of a company to effectively estimate future product demands. Their duties include planning inventory flow, analyzing statistical data, and generating forecasting for sales and operations planning. Facilitate related forecast meetings with customers and align future promotional activities. Understanding how the forecast impacts capacity in operations (production, warehousing and logistics, etc.).   Provides forward assessment of capacity constraints to give the business time to develop solution. Leverage ERP system (Canopy) to extract data that drives cross functional alignment. Set up a weekly meeting with Sales (retail) to discuss forecast changes, promos and new opportunities. 

• Using analytical tools to evaluate shipment history, store level scan data and sales team information to effectively estimate future product demands.
• Successfully communicate forecast and inventory estimations to management.
• Address demand-related issues in a timely manner.
• Monitor and report on important changes in sales forecasts, budgets, and business strategies.
• Support management with risk assessments and mitigation strategies.
• Propose and implement solutions to improve demand forecast accuracy.
• Conduct monthly forecast maintenance meetings with sales.
  

Customer Service

• Leadership & Team Management:
  • Lead, mentor, and manage a customer service manager, and agents to foster a high-performance, customer-focused culture.
  • Conduct regular performance evaluations, provide feedback, and identify training needs to enhance skills and productivity.
  • Develop staffing and scheduling plans to ensure optimal coverage and efficiency.
• Strategic Planning & Process Improvement:
  • Develop and implement strategies for improving customer satisfaction, response time, and overall service quality.
  • Identify and implement process improvements, leveraging technology and customer feedback.
  • Collaborate with other departments (e.g., sales, product development) to ensure alignment of customer priorities.
• Customer Issue Resolution:
  • Oversee and assist in resolving complex or escalated customer issues, ensuring prompt and satisfactory outcomes.
  • Establish policies and procedures for addressing customer concerns effectively and consistently.
• Data Analysis & Reporting:
  • Track, analyze, and report on key customer service metrics (e.g., response time, resolution rates, satisfaction scores).
  • Provide insights and actionable recommendations to senior leadership based on performance data.
  • Monitor trends and proactively identify potential areas for service improvement.
• Customer Engagement & Satisfaction:
  • Build and maintain strong relationships with key customers, understanding their needs and pain points.
  • Work to proactively engage customers to ensure high levels of satisfaction and loyalty.

 QUALIFICATIONS

• A degree in Supply Chain, Economics, Logistics, Engineering or related field
• 3 to 5 years of experience in supply chain, manufacturing, logistics environment, or customer service.
• Relevant experience in Transportation or Supply Chain, preferably in a similar role, within a high-volume logistics, manufacturing or engineering environment
• Excellent customer service skills and commercial understanding
• Ability to drive complex analysis, and making data driven decisions
• Excellent written and verbal communication skills. Ability to simplify complex topics for broad audiences.
• Ability to handle multiple competing priorities and projects in a fast-paced environment.
• Experience leading teams and initiatives to improve efficiency.
• Proven track record of successfully managing customer service teams in a fast-paced environment.

Skills & Competencies:

• Leadership: Demonstrated ability to lead and inspire teams, manage conflict, and foster a collaborative environment.
• Communication: Strong written and verbal communication skills, able to effectively engage with customers and internal stakeholders.
• Analytical Skills: Proficient in data analysis and reporting, with experience in customer service metrics and KPIs.
• Problem-Solving: Adept at identifying issues, developing solutions, and implementing improvements.