Director of Supply Chain and Customer Service

Position Summary

The Director of Supply Chain and Customer Service leads the end-to-end supply chain, warehouse operations, customer service, and order fulfillment functions for a fast-paced beauty and personal care CDMO. This role is responsible for developing and executing supply chain strategies that ensure efficient warehouse operations, on-time delivery, optimized inventory, production planning, and distribution while delivering exceptional customer service. The Director partners closely with Commercial, Manufacturing, Procurement, Quality, Finance, and Logistics to align operational capabilities with business objectives. The position provides strategic leadership for demand planning, S&OP, inventory management, warehouse operations, fulfillment, KPI management, and continuous improvement initiatives. The Director builds and develops high-performing teams, drives operational excellence, and ensures scalable processes that support business growth, customer satisfaction, and financial performance.

Key Responsibilities

• Lead the Sales & Operations Planning (S&OP) process and collaborate with cross-functional teams to balance customer demand with manufacturing capacity.
• Develop, implement, execute, and continuously improve production planning and scheduling systems utilizing industry best practices.
• Lead the customer service function by overseeing order management, customer communications, issue resolution, and service performance to deliver a high level of customer satisfaction.
• Create and maintain the master production schedule, ensuring alignment with business objectives, customer demand, inventory targets, and available capacity.
• Provide strategic leadership for all warehouse operations, including receiving, inventory control, storage, material handling, picking, packing, shipping, and distribution, ensuring safe, efficient, and compliant operations.
• Develop and execute warehouse strategies that optimize inventory accuracy, warehouse capacity, labor productivity, material flow, and service levels while supporting production and customer fulfillment requirements.
• Establish warehouse performance metrics and drive continuous improvement initiatives to improve inventory accuracy, order fulfillment, shipping performance, safety, quality, and cost efficiency while ensuring compliance with company policies and regulatory requirements.
• Balance supply and demand at the product mix level while maintaining healthy inventory levels.
• Perform rough-cut capacity planning (RCCP) and serve as the primary liaison between Sales, Engineering, Manufacturing, Purchasing, and Logistics regarding capacity planning.
• Analyze production workloads, identify bottlenecks, perform load leveling, and optimize manufacturing schedules.
• Monitor production hours through work centers and establish, measure, monitor, and adjust manufacturing capacity to meet production requirements.
• Determine available production capacity before releasing planned manufacturing orders.
• Collaborate with Purchasing to evaluate raw material inventory levels, forecast future requirements, and communicate anticipated supply needs.
• Integrate customer sales orders into the master production schedule while coordinating equipment and staffing requirements to meet delivery commitments.
• Communicate schedule changes, delays, and production impacts to appropriate stakeholders.
• Participate in forecasting meetings with Sales and lead planning meetings involving Purchasing, Production, Shipping, and other departments.
• Support annual operating plan development by evaluating capacity requirements and recommending operational improvements.
• Maintain work centers and work groups within the ERP system.
• Monitor and report key performance indicators including on-time delivery, production performance, inventory metrics, and adherence to business plans.

Minimum Qualifications

• Bachelor's degree (or foreign degree equivalent) in Industrial Engineering or a related field.
• Six (6) years of experience using production planning systems.
• Six (6) years of experience utilizing spreadsheet applications and ERP systems to manage production planning processes.
• Six (6) years of experience using Microsoft Excel, PowerPoint, Word, and Access.
• Seven (7) years of experience applying operations management and supply chain logistics principles in a manufacturing environment.

Preferred Skills

• Strong knowledge of Sales & Operations Planning (S&OP), master production scheduling, rough-cut capacity planning (RCCP), and inventory management.
• Experience with ERP systems and manufacturing planning software.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and cross-functional leadership abilities.
• Proven experience leading continuous improvement initiatives and managing operational performance.
• Demonstrated ability to supervise, coach, and develop technical and hourly employees.
• Experience managing equipment maintenance, capital projects, and manufacturing operations in a production environment.