Customer Collaboration Supply Manager

Key Responsibilities:

Customer Relationship Management:

• Develop and maintain strong, long-term relationships with key customers.
• Serve as the primary point of contact for customer inquiries, order updates, and issue resolution.
• Understand and anticipate customer needs, ensuring that products and services align with customer expectations.
• Collaborate with internal teams (sales, production, logistics) to tailor solutions that meet customer requirements.

Supply Chain Coordination:

• Work closely with supply chain and logistics teams to ensure customer demands are forecasted accurately and orders are processed on time.
• Facilitate timely and efficient production scheduling, inventory management, and distribution.
• Monitor customer orders, proactively identifying and addressing potential delays or issues in the supply chain.
• Partner with procurement to ensure raw materials are available to meet customer demand without overstocking or understocking.

Performance Monitoring:

• Track and report key metrics such as on-time delivery, order accuracy, and customer satisfaction.
• Use data to identify areas for improvement in supply chain processes and customer service.
• Provide management with regular updates on customer-specific performance, challenges, and opportunities.
• Work with the team to set measurable goals for continuous improvement in customer service.

Problem Solving & Issue Resolution:

• Address customer complaints or supply chain disruptions quickly, collaborating with teams to find solutions.
• Lead the resolution of complex customer issues related to delivery, inventory, or quality.
• Develop contingency plans to prevent recurring problems in the future.
• Ensure that customer feedback is incorporated into process improvements and product/service adjustments.

Process Improvement:

• Act as an advocate for the customer within the supply chain function, suggesting process enhancements that will improve both customer satisfaction and efficiency.
• Work on identifying opportunities for cost savings without compromising product quality or service levels.
• Partner with cross-functional teams to implement new technologies or practices that will streamline customer order fulfillment.
• Analyze trends in customer demand and use this data to predict potential supply chain bottlenecks.

Cross-functional Collaboration:

• Build strong relationships with internal teams such as sales, production, and logistics to ensure cohesive operations.
• Share customer insights with internal teams to improve product development, marketing strategies, and supply chain decisions.
• Assist in the creation of custom contracts, SLAs, or pricing models that align customer expectations with supply chain capabilities.
• Ensure that production schedules, inventory, and order fulfillment plans are in line with customer requirements.

Skills and Qualifications:

• Bachelor's degree in Supply Chain Management, Business Administration, or related field.
• Minimum of 5 years of experience in a supply chain, customer service, or similar role in a manufacturing environment.
• Knowledge of manufacturing processes, supply chain optimization, inventory management, and logistics.
• Experience working with ERP systems, forecasting tools, and supply chain management software.
• Strong problem-solving abilities with a focus on identifying and solving supply chain and customer service issues.
• Excellent interpersonal and communication skills, with the ability to build effective relationships both with customers and internal teams.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Analytical mindset with experience interpreting data to drive decision-making.
• Project management skills, capable of leading cross-functional teams and initiatives.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and other related tools.
• Ability to work under pressure and adapt to changing customer or business requirements.
• Strong business acumen and understanding of the manufacturing industry and supply chain dynamics.

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