Sr. Manager, Supply Chain and Customer Service

Position Summary

The Senior Manager, Supply Chain & Customer Service leads end-to-end supply chain planning, customer service, and order fulfillment operations for a fast-paced beauty and personal care CDMO. This role is responsible for ensuring on-time delivery, optimizing inventory and production planning, and delivering exceptional customer service by collaborating with commercial, manufacturing, procurement, quality, and logistics teams. The position drives operational excellence through effective demand planning, S&OP execution, KPI management, continuous process improvement, and proactive customer relationship management while leading high-performing teams to support business growth and operational performance.

Key Responsibilities

• Lead the Sales & Operations Planning (S&OP) process and collaborate with cross-functional teams to balance customer demand with manufacturing capacity.
• Develop, implement, execute, and continuously improve production planning and scheduling systems utilizing industry best practices.
• Lead the customer service function by overseeing order management, customer communications, issue resolution, and service performance to deliver a high level of customer satisfaction.
• Create and maintain the master production schedule, ensuring alignment with business objectives, customer demand, inventory targets, and available capacity.
• Balance supply and demand at the product mix level while maintaining healthy inventory levels.
• Perform rough-cut capacity planning (RCCP) and serve as the primary liaison between Sales, Engineering, Manufacturing, Purchasing, and Logistics regarding capacity planning.
• Analyze production workloads, identify bottlenecks, perform load leveling, and optimize manufacturing schedules.
• Monitor production hours through work centers and establish, measure, monitor, and adjust manufacturing capacity to meet production requirements.
• Determine available production capacity before releasing planned manufacturing orders.
• Collaborate with Purchasing to evaluate raw material inventory levels, forecast future requirements, and communicate anticipated supply needs.
• Integrate customer sales orders into the master production schedule while coordinating equipment and staffing requirements to meet delivery commitments.
• Communicate schedule changes, delays, and production impacts to appropriate stakeholders.
• Participate in forecasting meetings with Sales and lead planning meetings involving Purchasing, Production, Shipping, and other departments.
• Support annual operating plan development by evaluating capacity requirements and recommending operational improvements.
• Maintain work centers and work groups within the ERP system.
• Monitor and report key performance indicators including on-time delivery, production performance, inventory metrics, and adherence to business plans.

Minimum Qualifications

• Bachelor's degree (or foreign degree equivalent) in Industrial Engineering or a related field.
• Six (6) years of experience using production planning systems.
• Six (6) years of experience utilizing spreadsheet applications and ERP systems to manage production planning processes.
• Six (6) years of experience using Microsoft Excel, PowerPoint, Word, and Access.
• Seven (7) years of experience applying operations management and supply chain logistics principles in a manufacturing environment.

Preferred Skills

• Strong knowledge of Sales & Operations Planning (S&OP), master production scheduling, rough-cut capacity planning (RCCP), and inventory management.
• Experience with ERP systems and manufacturing planning software.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and cross-functional leadership abilities.
• Proven experience leading continuous improvement initiatives and managing operational performance.
• Demonstrated ability to supervise, coach, and develop technical and hourly employees.
• Experience managing equipment maintenance, capital projects, and manufacturing operations in a production environment.

Salary : $121,000 - $135,000