GLOBAL CUSTOMER SERVICE & SUPPLY CHAIN MANAGER

Job Overview

The Global Customer Service & Integrated Supply Chain Manager is responsible for driving the end-to-end customer experience across the order fulfillment process by connecting Customer Service, Planning, Supply Chain, Operations, Procurement, and Logistics functions.

Job Requirements

• Order Management, Global Governance & Supply Chain Integration

• Establish global governance processes to ensure customer orders are accurately entered, validated, and executed across multiple Business Units and manufacturing locations. Ensure customer priorities are consistently reflected in planning, allocation, and fulfillment decisions.
• Drive standardization of order management processes and ensure alignment between Customer Service, Supply Chain, Planning, and Operations teams.
• Identify and eliminate systemic order management issues that negatively impact customer commitments, delivery performance, and business execution.
• Develop clear escalation paths and ownership models for sales order blocks, order exceptions, and execution issues to improve responsiveness and accountability.
• Partner with Supply Chain, Trade Compliance, Logistics, and Customer Service organizations to optimize Incoterm selection and fulfillment strategies that improve customer service while balancing cost and operational efficiency.
• Establish global customer segmentation and prioritization strategies based on revenue, strategic importance, growth potential, and service requirements.
• Drive visibility and accountability for order backlog management, order health, and customer commitment performance across regions and business units.
• Integrated Supply Chain Performance

• Support new product introductions, customer transitions, and large-scale business initiatives requiring coordinated supply chain execution. Identify opportunities to provide better service to Key customers by region.
• Partner with Supply Chain, Operations, Customer Excellence, Sales, Quality, and Finance teams to develop and execute strategies that improve delivery performance and operational effectiveness.
•  Influence decision-making across the organization to balance customer requirements with business objectives.
•  Lead cross-functional initiatives focused on service improvement, capacity planning, inventory optimization, and operational efficiency.
•  Identify systemic constraints impacting customer service performance and develop sustainable improvement plans.
• Lead initiatives focused on reducing lead times, improving fulfilment performance, and enhancing supply chain responsiveness.
• Establish and monitor key performance indicators including on-time delivery, backlog health, customer satisfaction, forecast accuracy, and customer scorecard performance.
•  Utilize data analytics to identify trends, drive root-cause analysis, and implement corrective and preventive actions.
•  Champion Lean, Six Sigma, and continuous improvement methodologies to improve processes, reduce complexity, and enhance customer outcomes.
• Ensure compliance with company policies, procedures, and delegated authority requirements

What your background should look like

• Minimum 13 years of progressive experience in customer demand management, supply chain, production planning, customer service, operations, or related functions.
• Minimum 3 years of people leadership experience managing high-performing teams.
• Experience supporting complex manufacturing environments, preferably within Automotive industry.
• Advanced experience with SAP, ERP systems, demand planning, and customer fulfilment processes.
• Strong proficiency in Microsoft 365 applications and data analytics tools.

Competencies