Supply Chain Management & Customer Service Lead

Job Description

This role should not operate as a back-office logistics coordinator; it must function as the cross-functional owner of the Integrated Business Planning (IBP / S&OP) cadence, possessing operational authority to validate sales projections and tying compensation directly to forecast accuracy (MAPE) and on-time fulfillment (OTIF).

Role Profile & Organizational Scope:

Reporting Line

-Managing Director

Team Size

-Direct oversight of 3 personnel (Demand Planning, Logistics, Order Fulfillment)

Primary Mission

Align commercial demand with operational capacity to drive cost efficiency and achieve >85% forecast precision

Functional Pillar

Strategic Priority

Primary Accountabilities

-Demand Planning & Forecast Accuracy

Volatility reduction

-Design and lead the monthly consensus forecasting process using statistical baseline models combined with commercial pipeline inputs. Enforce accountability on sales variance.

-Commercial Operations Alignment

-Commercial enablement

-Partner with Sales and Marketing to model promotional lifts, establish minimum order quantities (MOQs), and manage customer service-level expectations to prevent stock-outs.

-Supply Chain Efficiency & Logistics

-Cost-to-serve reduction

-Direct third-party logistics (3PL) partners, optimize carrier freight spend, streamline warehouse throughput, and systematically lower end-to-end landed costs.

-Integrated Business Planning (S&OP)

Enterprise visibility

-Chair monthly cross-functional S&OP reviews reconciling commercial projections, inventory levels, production constraints, and financial budget targets.

-Inventory & Working Capital Optimization

Calculate and continuously tune safety stock parameters, manage product lifecycles (NPI through SKU rationalization), and minimize obsolete inventory write-offs.

-Channel & Distributor Operations

Channel pipeline transparency

-Implement distributor management protocols to track sell-in versus actual sell-out data. Eliminate channel stuffing at quarter-end and audit distributor holding days to maintain accurate market demand signals.

-Sales Enablement & Pipeline Cadence

Pipeline velocity & conversion

-Own CRM hygiene and lead-to-order workflow enforcement. Partner with Sales Directors during weekly pipeline reviews to pressure-test deal stages, close probabilities, and delivery timelines against supply capacity.

-Revenue Allocation & Order Prioritization

-Strategic customer retention

Design and enforce commercial rationing rules during supply-constrained periods. Allocate inventory based on strategic customer tiers, net customer margin contribution, and contractual service agreements.

-Order-to-Cash (O2C) Optimization

-Frictionless customer fulfillment

Streamline commercial handoffs between sales contract execution, customer credit approvals, order booking, and warehouse fulfillment to eliminate billing disputes and order cycle delays.

Competency Area

Mandatory Requirements

Preferred Differentiators

Professional Track Record

• >7 years combining supply chain planning with commercial operations or S&OP leadership
• Prior mid-market leadership experience executing rapid inventory or systems turnarounds
• Process Governance
• Proven background instituting formal S&OP or IBP workflows from early-stage to maturity
• Direct experience transitioning planning from fragmented spreadsheets to automated workflows
• Systems & Analytics
• Expert proficiency in ERP environments (e.g., SAP, NetSuite, Dynamics 365) and BI suites (Power BI, Tableau)
• Working knowledge of advanced demand planning software or statistical forecasting engines

Credentials & Education

• Bachelor’s degree in supply chain management, Logistics, Engineering, or Business Administration
• APICS / ASCM certification (CSCP or CPIM) or Lean Six Sigma Green/Black Belt

Commercial Acumen

• Demonstrated ability to challenge sales assumptions constructively using empirical order history
• Experience managing inventory across multi-warehouse or hybrid direct-to-customer/B2B models

Additional location(s) Compensation Information:

Required Skills:

Preferred Skills:

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Job Description:

This role should not operate as a back-office logistics coordinator; it must function as the cross-functional owner of the Integrated Business Planning (IBP / S&OP) cadence, possessing operational authority to validate sales projections and tying compensation directly to forecast accuracy (MAPE) and on-time fulfillment (OTIF).

Role Profile & Organizational Scope:

Reporting Line

-Managing Director

Team Size

-Direct oversight of 3 personnel (Demand Planning, Logistics, Order Fulfillment)

Primary Mission

Align commercial demand with operational capacity to drive cost efficiency and achieve >85% forecast precision

Functional Pillar

Strategic Priority

Primary Accountabilities

-Demand Planning & Forecast Accuracy

Volatility reduction

-Design and lead the monthly consensus forecasting process using statistical baseline models combined with commercial pipeline inputs. Enforce accountability on sales variance.

-Commercial Operations Alignment

-Commercial enablement

-Partner with Sales and Marketing to model promotional lifts, establish minimum order quantities (MOQs), and manage customer service-level expectations to prevent stock-outs.

-Supply Chain Efficiency & Logistics

-Cost-to-serve reduction

-Direct third-party logistics (3PL) partners, optimize carrier freight spend, streamline warehouse throughput, and systematically lower end-to-end landed costs.

-Integrated Business Planning (S&OP)

Enterprise visibility

-Chair monthly cross-functional S&OP reviews reconciling commercial projections, inventory levels, production constraints, and financial budget targets.

-Inventory & Working Capital Optimization

Calculate and continuously tune safety stock parameters, manage product lifecycles (NPI through SKU rationalization), and minimize obsolete inventory write-offs.

-Channel & Distributor Operations

Channel pipeline transparency

-Implement distributor management protocols to track sell-in versus actual sell-out data. Eliminate channel stuffing at quarter-end and audit distributor holding days to maintain accurate market demand signals.

-Sales Enablement & Pipeline Cadence

Pipeline velocity & conversion

-Own CRM hygiene and lead-to-order workflow enforcement. Partner with Sales Directors during weekly pipeline reviews to pressure-test deal stages, close probabilities, and delivery timelines against supply capacity.

-Revenue Allocation & Order Prioritization

-Strategic customer retention

Design and enforce commercial rationing rules during supply-constrained periods. Allocate inventory based on strategic customer tiers, net customer margin contribution, and contractual service agreements.

-Order-to-Cash (O2C) Optimization

-Frictionless customer fulfillment

Streamline commercial handoffs between sales contract execution, customer credit approvals, order booking, and warehouse fulfillment to eliminate billing disputes and order cycle delays.

Competency Area

Mandatory Requirements

Preferred Differentiators

Professional Track Record

• >7 years combining supply chain planning with commercial operations or S&OP leadership
• Prior mid-market leadership experience executing rapid inventory or systems turnarounds
• Process Governance
• Proven background instituting formal S&OP or IBP workflows from early-stage to maturity
• Direct experience transitioning planning from fragmented spreadsheets to automated workflows
• Systems & Analytics
• Expert proficiency in ERP environments (e.g., SAP, NetSuite, Dynamics 365) and BI suites (Power BI, Tableau)
• Working knowledge of advanced demand planning software or statistical forecasting engines

Credentials & Education

• Bachelor’s degree in supply chain management, Logistics, Engineering, or Business Administration
• APICS / ASCM certification (CSCP or CPIM) or Lean Six Sigma Green/Black Belt

Commercial Acumen

• Demonstrated ability to challenge sales assumptions constructively using empirical order history
• Experience managing inventory across multi-warehouse or hybrid direct-to-customer/B2B models

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Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

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Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

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