Customer Service Manager – Supply Chain

This position is located at our Winchester Distribution Center.

As part of the Supply Chain organization, the Customer Supply Chain Manager is responsible for the strategic management of all aspects of the external supply chain in order to build and maintain customer partnership which includes leading the development and execution of mutually beneficial supply chain programs and is responsible for delivering best in class service and efficient supply chain solutions with key customers. This role is the primary liaison between the customer and brands internal supply function and is expected to develop collaborative supply solutions through a strong understanding of inventory, transportation, warehouse management, and continuous improvement practices.

Essential Functions:

  • Leads End to End Customer Collaboration process with key customers with a focus on customer-centric metric improvements and mutually beneficial, efficient supply chain solutions.
  • Lead the customer order management process and ensure compliance with the customer service policies and procedures.
  • Liaison between internal supply chain, Sales, Brokers, and Retailers/Wholesalers. Partners with sales team to support strategic planning and execute against growth/volume opportunities through identifying quantifiable supply chain savings.
  • Recognize and reconcile any potential order conflicts such as delivery/shipping delays, pricing errors, promotional allowances, and out of stock situations to ensure customer orders will deliver on time and complete.
  • Develops analysis and scorecards for communication to the customer and key cross-functional teams to improve overall supply chain compliance and effectiveness.
  • Own department goals/requirements in order deliver cost and service improvement.
  • Sell and implement existing efficiency programs.
  • Develops, executes and modifies supply chain product flows.
  • Prioritizes orders and aligns with forecast and critical SKUs.
  • Work with stakeholders to identify wastes in the information flows and associated work processes.
  • Develop prioritized plans for improving business processes along with implementing or enhancing any related tools and information systems.
  • Coordinate the execution of process and system enhancements, with CIT as necessary.


Work Environment:

  • Office environment within a distribution center/warehouse. Casual business attire.


Working Relationships:

  • Reports to the VP of Supply Chain that works out of a California office.
  • Will be in same location as the SVP of Supply Chain.
  • Production /Inventory – ensure products are available for orders.
  • Sales Team & Brokers – provide support with customers.
  • Accounting – ensure customers are invoiced accurately & credits are issued accordingly
  • Trade Marketing – ensure off invoice pricing is implemented correctly.
  • Customer Service – Will support and assist overall CS team in all areas.


Required Education and Experience:

  • Bachelor’s degree.
  • Minimum 5 years of experience in supply chain, manufacturing or logistics.
  • Proven track record of results in a customer facing capacity.
  • Ability to demonstrate resiliency, a sense of urgency and leadership/ownership.
  • Ability to quickly grasp complex supply chain issues and drive them to solution.
  • Analyze and Improve Performance – Can effectively draw insights from data and develop collaborative solutions for supply chain challenges.
  • Skilled at process and project management.
  • High decision quality in a fast-paced environment.
  • High learning agility to utilize customer specific data systems.
  • Proficient in SAP, Microsoft Excel, PowerPoint.
  • Excellent verbal and written communication, presentation, and interpersonal skills required to communicate effectively with all levels throughout the organization.
  • Capable of building effective relationships and successfully partnering with internal customers across the TBU and HQ.


Preferred Education and Experience:

  • Bachelor’s Degree in Supply Chain, Logistics, Business Management, Engineering or Operations Research preferred


Physical Demands / Expected hours of work:

  • Must be able to perform general office functions, operate a computer, lift up to 20 pounds, and communicate effectively with internal and external constituencies.
  • Hours are typically Monday through Friday 8 hours, but the employee must be flexible and responsive to the needs of the department/facility/business.
  • Must be able to work 8 – 12 hour shifts, sitting, walking, or standing for prolonged periods of time; extensive use of computer keyboard.


Essential functions may require maintaining physical condition necessary for sitting, walking, or standing for prolonged periods of time; extensive use of computer keyboard.


Applying for a position with Mercury Paper:

Please complete, sign, and date the Mercury Paper application listed above and scan/email to Completed applications may also be mailed to 495 Radio Station Rd, Strasburg, VA 22657, Attention Human Resources Assistant.

You are welcome to include your resume and cover letter. Candidates may also apply at a local Virginia Employment Commission office or on their job search website.