Supply Chain & Logistics Senior Manager

 

  

The Senior Manager, Supply Chain Customer Engagement & Logistics is a key leadership role responsible for managing internal customer interactions and ensuring the seamless delivery of goods across North America. Acting as the central point of contact for internal stakeholders-including service operations, construction, transactional sales, and executive leadership-this role ensures timely intake, communication, and resolution of supply chain-related requests. Additionally, the role oversees a transport team responsible for freight movement and delivery confirmation, ensuring alignment between order fulfillment and customer communication.

This function enables the supply chain to respond to time-sensitive changes, communicate operational plans, and maintain high service levels across a complex, fast-paced environment.

 

Responsibilities:

 

Customer Engagement & Intake Management:

Serve as the primary liaison for internal stakeholders, managing order intake, escalations, and service inquiries.

Oversee the ServiceNow ticketing system and associated dashboards, ensuring timely and accurate tracking of approximately 150 tickets per week.

Ensure that established service-level agreements (SLAs) are consistently met across all customer interactions.

Operational Communication & Plan Vis:

Act as the communication hub for the supply chain, broadcasting current operational plans and updates to internal teams.

Coordinate with planning, distribution, and field teams to ensure alignment and responsiveness to evolving needs.

Ensure timely communication of risks, delays, or changes to stakeholders in a clear and timely manner.

Transport & Delivery Oversight:

Lead a transport team of 6 responsible for coordinating freight to over 300 locations across North America.

Ensure that delivery performance meets expectations and that delivery confirmations are communicated back to requestors.

Collaborate with distribution centers and field teams to optimize delivery routes and timelines.

Team Leadership & Performance Management:

Build and lead an effective team focused on responsiveness, service excellence, and operational transparency.

Monitor and report on key performance indicators (KPIs) related to ticket resolution, delivery performance, and customer satisfaction.

Implement continuous improvement initiatives to enhance service delivery and internal customer experience.

Supply Chain Logistics:

Work with internal team and 3PL partners to ensure timely delivery and distribution of goods to delivery points.

 

Qualifications:

 

Bachelor's degree in Business Administration, Communications, or related field.

7+ years of experience in supply chain operations, customer service, or logistics, with at least 3 years in a leadership role.

Highly proficient communication and stakeholder management skills.

Experience managing ticketing systems (e.g., ServiceNow) and operational dashboards.

Demonstrated ability to lead cross-functional teams and implement process improvements.

 

Competencies:

 

Experience in service-based or field operations environments.

Familiarity with transportation management systems (TMS) and ERP platforms.

Proficient analytical and reporting capabilities.

Ability to thrive in a fast-paced environment with shifting priorities.

 

What We Offer:

We believe that when you thrive, we all thrive. That’s why we offer a comprehensive benefits package, focusing on your safety, support, and growth.

We’re proud to offer:

• Medical, dental, and vision coverage for you and your family.
• Paid time off, holidays, and parental leave.
• Opportunities for career progression
• 401(k) with company match, life insurance, and disability coverage.
• An established safety culture and inclusive, collaborative workplace.  

 

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