Senior Customer Supply Chain Manager

Position Summary

The Senior Customer Supply Chain Manager serves as the strategic liaison between DeLallo and key customer partners, ensuring best-in-class service performance while driving collaborative value creation. This role acts as the Voice of the Customer, translating customer needs into actionable supply chain strategies that improve service levels, reduce costs, support growth initiatives, and strengthen long-term customer relationships.

The ideal candidate is a highly analytical, customer-focused leader who can influence cross-functional teams, identify opportunities for improvement, and build strong strategic partnerships.

Key Responsibilities

Customer Performance & Service Excellence

• Own and continuously improve key customer service metrics, including On-Time Delivery, Fill Rate, In-Stock Performance, and overall customer scorecard results.

• Lead Joint Business Planning sessions with key customers to review performance, align priorities, and develop action plans.

• Monitor, track, and communicate customer service achievements and performance improvements across the organization.

• Drive service excellence initiatives that enhance customer satisfaction and strengthen partnerships.

Customer Advocacy & Strategic Partnership

• Serve as the primary advocate for customers within the organization.

• Ensure customer feedback, priorities, and strategic initiatives are clearly communicated and represented internally.

• Evaluate customer requests and opportunities, providing data-driven recommendations based on feasibility, cost-to-serve, and strategic alignment.

• Partner with customers as a trusted advisor regarding service models, supply chain capabilities, and business changes.

• Build and maintain best-in-class strategic customer relationships.

Growth, Innovation & Value Creation

• Identify and lead collaborative projects that create value for both customers and DeLallo.

• Utilize customer data, POS information, demand signals, and supply chain metrics to uncover growth opportunities.

• Support customer growth initiatives through improved supply chain execution and service strategies.

• Monitor industry trends, emerging technologies, and best practices to drive innovation and competitive advantage.

Cost Optimization & Operational Excellence

• Lead Cost-to-Serve initiatives and identify opportunities to improve efficiency and reduce unnecessary costs.

• Drive efforts to minimize penalties, accessorial charges, and transportation inefficiencies.

• Promote productivity improvements through truckload optimization, improved ordering patterns, and full-pallet initiatives.

• Ensure flawless execution of promotions, seasonal events, and customer-specific programs.

• Communicate changes in customer buying behaviors and ordering patterns to internal stakeholders.

Cross-Functional Leadership

• Partner closely with Sales, Demand Planning, Transportation, Warehousing, Customer Service, Finance, and Quality teams.

• Influence without authority and align cross-functional teams to consistently deliver exceptional customer outcomes.

• Foster accountability and collaboration while driving continuous improvement initiatives.

Qualifications

• Bachelor's degree in Supply Chain, Business, Operations, or a related field; MBA preferred.

• 8 years of progressive experience in customer supply chain management, logistics, customer operations or logistics, preferably in the CPG or food manufacturing.

• Proven experience managing key customer relationships and service performance metrics.

• Strong analytical and problem-solving skills with the ability to translate data into actionable business recommendations.

• Demonstrated success leading cross-functional initiatives and managing complex customer requirements.

• Excellent communication, negotiation and executive-presentation skills.

• Willingness to travel 10-15%

Key Skills & Competencies

• Customer-centric mindset
• Strategic thinking and problem solving
• Data-driven decision making
• Effective communication skills and cross-functional collaboration
• Drive continuous improvement intiatives