Customer Supply Manager

Key Responsibilities

• Lead, coach, and develop a customer service team to deliver high service standards
• Own the order‑to‑delivery process, ensuring smooth execution across the supply chain
• Act as the primary escalation point for customer issues relating to availability, delivery, or service
• Work closely with Supply Chain, Planning, Transport, and Warehouse teams to resolve constraints
• Monitor and improve KPIs such as OTIF, order accuracy, lead times, and customer satisfaction
• Manage demand variability by collaborating with planning and forecasting functions
• Drive continuous improvement initiatives across customer service and supply chain processes
• Support new customer onboarding and changes to service models or ways of working
• Produce clear reporting and insights for senior stakeholders

About You

• Proven experience in a Customer Supply/ Service Manager or similar role within a supply chain‑led environment
• Strong understanding of order management, logistics, and supply chain processes
• Experience managing and developing teams
• Confident working cross‑functionally with planning, operations, and commercial teams
• Data‑driven, with experience using KPIs and reporting to drive improvement
• Calm and solutions‑focused, particularly when managing customer escalations
• Strong communication and stakeholder management skills
• Background in FMCG, manufacturing, distribution, or wholesale
• Experience with ERP systems (e.g. SAP, Oracle, Dynamics)
• Exposure to S&OP or demand planning environments

To apply for the role please send your CV to susannah.warrington@robertwalters.com