Director, Customer Supply Chain

Customer Supply Chain Director

Location: Nashville, Tennessee

Industry: Consumer Goods / FMCG

Search: Confidential

The Opportunity

Our client is a well-established consumer goods business with a strong North American presence and products found across major retail channels.

We are looking for a Customer Supply Chain Director to lead the supply chain customer service function for major big box, grocery, mass, club, and retail partners.

This is a critical role sitting at the intersection of supply chain, customer service, commercial, logistics, planning, and retail execution. The right person will understand that customer service in supply chain is not just about answering emails, tracking orders, and apologizing for late shipments.

It is about protecting relationships, solving problems before they become fires, improving service levels, and making sure some of the largest retailers in the country get what they need, when they need it.

The Role

The Customer Supply Chain Director will own the customer-facing supply chain experience across key retail accounts.

You will lead the team responsible for customer service, order management, service performance, issue resolution, and cross-functional coordination with internal supply chain and commercial teams.

This role requires someone who can work comfortably with major retailers, internal sales leaders, demand planning, supply planning, transportation, warehousing, finance, and operations.

You will be the person making sure the business does not just sell product, but actually delivers.

What You’ll Own

• Lead the customer supply chain and customer service function for major retail accounts
• Manage order flow, service levels, customer requirements, and issue resolution
• Partner with sales and commercial teams to support key big box and retail customers
• Improve customer fill rate, OTIF, case fill, deductions, chargebacks, and service performance
• Work closely with planning, logistics, warehousing, transportation, and operations to remove bottlenecks
• Build stronger processes around order management, customer communication, and escalation
• Lead, coach, and develop the customer service and customer supply chain team
• Support retailer scorecards, compliance requirements, root cause analysis, and corrective action plans
• Use data to identify trends, service gaps, recurring issues, and improvement opportunities
• Create a culture of accountability, urgency, customer focus, and practical problem-solving

What Makes This Interesting

This is a role for someone who understands the pressure of consumer goods.

Retailers move fast. Promotions change. Orders shift. Trucks get missed. Inventory gets tight. Customers expect answers. The business expects solutions.

You will be joining a company where service matters, customers matter, and supply chain has a direct impact on growth, margin, and reputation.

The right leader will bring structure, calm, pace, and commercial awareness to a function that has to perform every single day.

What We’re Looking For

We are looking for a customer supply chain leader with experience in consumer goods, FMCG, food, beverage, confectionery, personal care, or a similar retail-driven environment.

You should bring:

• Strong experience in customer service, customer supply chain, order management, or supply chain operations
• Experience supporting major retailers, big box customers, grocery, mass, club, or national accounts
• Strong understanding of OTIF, fill rate, deductions, chargebacks, retailer scorecards, and service KPIs
• Experience leading teams and improving customer service processes
• Ability to work cross-functionally with sales, planning, logistics, warehousing, finance, and operations
• Strong communication skills and the ability to manage pressure with professionalism
• A practical, solutions-oriented mindset
• Strong analytical skills and comfort using data to improve performance
• Experience in a fast-moving, high-volume consumer goods environment

The Person

You are calm in the chaos.

You understand that great customer supply chain leadership is part service, part operations, part relationship management, and part detective work.

You can sit with sales and understand the customer pressure. You can sit with planning and understand supply constraints. You can sit with logistics and understand what is actually possible. Then you can bring people together, cut through the noise, and move the business forward.

You are not afraid of retailer complexity. You understand the language of service levels, compliance, orders, deductions, escalations, and execution. You know how to protect the customer relationship while still holding the business accountable.

Why This Role

This is a highly visible customer supply chain leadership role with a respected consumer goods business and major retail relationships across North America.

For someone who enjoys the pace of FMCG, the complexity of major retailers, and the challenge of making supply chain feel seamless to the customer, this is a strong opportunity.

The business needs a leader who can raise the bar, build better processes, develop the team, and help deliver a better customer experience.

This is a big job for someone who likes being close to the action.