Director of Demand Planning & Customer Service

This role requires strategic leadership to oversee demand fulfillment and customer service operations. You will drive the Integrated Business Planning (IBP) process, partnering with commercial and operations teams to optimize cost, service levels, and forecast accuracy. The position involves managing the customer service department, implementing S&OP improvements, and leading the transition to SAP-IBP tools. You will also develop inventory strategies and contingency plans to ensure business continuity and support growth initiatives.

You will be responsible for mentoring staff, monitoring key performance indicators, and developing policies that enhance the customer experience. The ideal candidate will lead a cross-functional team, collaborate with regional IT, and champion business ethics and compliance within the organization.

• Partner with business units to drive S&OP process improvements and implement Integrated Business Planning
• Supervise demand planning managers and lead the demand review process to improve forecasting accuracy
• Collaborate with regional IT to transition APO to SAP-IBP and implement BI tools
• Develop demand planning scenarios and business contingency plans using market leads
• Develop inventory strategies for finished goods and materials to optimize production cycles
• Lead and oversee the customer service department to ensure exceptional service delivery
• Develop and implement customer service policies to enhance the customer experience
• Collaborate with supply chain and operations teams to ensure seamless order fulfillment
• Train and mentor demand planning and customer service staff to maintain high performance
• Monitor KPIs related to demand planning and customer service to drive initiatives

• Bachelor's Degree in Engineering or a related field; MBA is an advantage
• Certification from APICS or other globally recognized supply chain certifications
• At least 7 years of experience in Supply Chain, demand management, statistical forecasting, supply planning, logistics, and sales management
• Experience designing, developing, and leading IBP/S&OP processes
• Strong analytical skills and knowledge of distribution management
• Basic knowledge of manufacturing processes
• Experience working in a matrix organization environment
• Experience in sales or trade sales organizations is an advantage