Sr. Customer Service Manager - Supply Chain

Overview

As a senior leader within The T. Marzetti Company’s Supply Chain Team, the Senior Customer Service/ Supply Chain Manager  is accountable for delivering proactive, end-to-end customer supply chain solutions that drive service excellence, reduce cost-to-serve, and strengthen collaborative partnerships with our customers.

This role leads and develops a team of Customer Supply Chain Managers and their teams, setting strategic direction and empowering leaders to translate vision into action. The Senior Manager acts as a key business partner to Sales and Supply Chain leadership, using data-driven insights to design strategies that balance customer needs, operational excellence, and financial performance. The ideal candidate will bring strategic thinking, analytical decision-making, and courageous leadership to champion cross-functional collaboration and continuous improvement. This role requires someone who leads with a hunger to achieve excellence, courage to challenge the status quo, respect to build trust-based relationships, and humility to learn, grow, and help others succeed.  *We are seeking prior experience working with retail customers (grocery or mass retailers such as Walmart, Target or Costco). 

We kindly request that recruitment agencies and staffing firms refrain from submitting unsolicited resumes to our company. Any resumes sent without a prior agreement and access to proper submittal into the ATS will be considered the property of T. Marzetti, and we reserve the right to contact those candidates without any obligation to pay a fee.

Responsibilities

Essential Functions/Primary Responsibilities:

Team Leadership & Development

· Lead, coach, and develop a team of Customer Supply Chain Managers who each lead their own teams; establish clear expectations, track progress against goals, and support professional growth.

· Foster a culture of empowerment, accountability, and continuous learning aligned with Marzetti’s commitment to nourishing personal growth.

Customer Solutions & Strategic Partnership

· Deliver proactive, data-driven customer supply chain solutions that optimize service, reduce costs, and enable sales growth.

· Build and maintain senior-level relationships with key sales and customer partners, translating customer needs into actionable supply chain strategies.

Operational & Service Excellence

· Identify, measure, and deliver service excellence as defined by customers through alignment on key metrics such as order fill, on-time delivery, invoice accuracy, and case fill.

· Lead performance reviews, develop customer scorecards, and ensure visibility of results across internal and external stakeholders.

Innovation & Continuous Improvement

· Encourage curiosity and creativity within the team to generate innovative solutions that enhance service, efficiency, and cost performance.

· Analyze data and trends, identifying systemic improvement opportunities implement process changes.

Cross-Functional Collaboration

· Drive strong partnerships with Planning, Business Operations, Transportation, Warehousing, Finance, and Sales to ensure integrated execution across the order-to-cash cycle.

· Promote open dialogue, alignment, and accountability across teams to develop win–win outcomes with customers.

Decision-Making, Problem Solving & Change Leadership

· Use analytical approaches to guide teams through complex challenges while balancing data and judgment.

· Lead change with transparency and resilience, advocating for bold ideas and long-term business success.

#TMZ23

Qualifications

Qualifications

· Bachelor’s Degree required (Supply Chain, Business, Analytics, or related field preferred).

· 7 years of experience in Supply Chain, Logistics, or Customer Operations with demonstrated success leading people leaders.

· Proven experience managing complex, cross-functional supply chain challenges and delivering measurable business results.

· Experience with service-related KPIs, metrics, and reporting.

· Proficiency in Microsoft Office applications, particularly Excel and Power BI

Supervisory Responsibility:

· Team of Customer Supply Chain Managers and their teams.

We kindly request that recruitment agencies and staffing firms refrain from submitting unsolicited resumes to our company. Any resumes sent without a prior agreement and access to proper submittal into the ATS will be considered the property of T. Marzetti, and we reserve the right to contact those candidates without any obligation to pay a fee.

Competencies

Core Competencies & Growth Behaviors

· Strategic Thinking: Translates vision into actionable strategies that drive growth and deliver sustainable results.

· Analytical Decision-Making: Uses data to guide priorities, measure performance, and inform sound business decisions.

· Problem Solving: Approaches challenges with logic, creativity, and persistence to deliver win–win solutions.

· Continuous Improvement: Champions innovation and efficiency, challenging teams to find better ways to deliver value.

· Collaboration & Influence: Builds strong cross-functional partnerships through trust, respect, and transparent communication.

· Develops Talent: Invests in people development, providing coaching, feedback, and opportunities for advancement.

· Courage & Integrity: Models consistency between words and actions; advocates for ideas that advance the organization, even in the face of resistance.

· Results Orientation: Sets ambitious goals, holds self and others accountable, and celebrates progress toward shared success.