About the role

Supply Chain & Customer Care Manager responsible for designing and implementing comprehensive supply chain strategy aligned with business objectives, leading Sales & Operations Planning processes, and managing customer care operations. The role encompasses end-to-end supply chain management including demand forecasting, inventory optimisation, strategic procurement, logistics and distribution, technology adoption, and customer service excellence across multiple channels.

Key Responsibilities1. End-to-End Supply Chain Strategy

• Design and implement a comprehensive supply chain strategy that aligns with overall business objectives.

• Lead the Sales & Operations Planning (S&OP) process to harmonies demand forecasting, order replenishment, inventory planning, and supply capabilities.

• Drive continuous improvement initiatives using methodologies like Lean or Six Sigma to enhance performance and reduce waste across the value chain.

• Analyze supply chain data and KPIs to identify areas for improvement.

• Planning & Inventory Optimization

• Oversee demand forecasting and supply planning to ensure optimal inventory levels across all nodes of the supply network.

• Implement advanced inventory management strategies to improve cash flow and minimize holding costs.

• Utilize data analytics and predictive modelling to anticipate market changes and adjust plans proactively.

• Manage company target for KPI Forecast Accuracy % and Alignment Supply Chain vs Financial Forecast %.

• Manage Inventory accuracy in all areas. (3PL warehouse and internal stock)

• Strategic Procurement & Supplier Management

• Excel in coordinating with Karcher Supply Sources and optimize the consistent supply and cost efficiency.

• Lead high-stakes negotiations with key suppliers and logistics partners to secure favourable terms and build long-term, collaborative relationships.

• Oversee the supplier performance management program to ensure quality, delivery, and compliance standards are consistently met.

• Logistics & Distribution Excellence 🚚

• Direct all inbound and outbound logistics, including 3PL warehousing, transportation, and last-mile delivery operations.

• Optimize the distribution network to reduce lead times, lower transportation costs, and enhance customer satisfaction.

• Ensure compliance with all international trade regulations, customs procedures, and import/export laws.

• Manage company target for KPI Logistic cost in % of sales.

• Technology & Digital Transformation

• Champion the adoption and optimization of supply chain technologies, including ERP (Microsoft BC365 and SAP), Forecasting System, and Order management system (E-commerce system).

• Leverage data analytics, AI, and IoT to gain real-time visibility, improve decision-making, and automate processes.

• Customer Care Management

• Lead, mentor, and manage the customer care team to achieve performance goals and service standards.

• Develop and implement customer service policies, procedures, and quality standards.

• Monitor customer interactions across all channels (phone, email, chat, social media, etc.) to ensure service excellence.

• Handle complex customer issues and escalations with empathy and effective problem-solving.

• Analyze customer feedback, service data, and KPIs to identify areas for improvement.

• Collaborate with cross-functional teams (sales, marketing, operations, product) to resolve customer issues and enhance the customer journey.

About you

• Bachelor's or Master's Degree in Supply Chain Management, Logistics, Business Administration, or a related field

• Minimum of 8-10 years of extensive experience in supply chain management, with at least 3-4 years in a leadership position overseeing multiple functions (e.g., procurement, logistics, planning)

• Proven experience in the Retail, BSC, Hospitality, Industrial sectors, or E-Commerce

• Proficient in using ERP systems (e.g., Microsoft BC365 or SAP)

• Strong computer literacy, especially with Google Office Suite (Google Sheets, Google Docs, Google Meet)

• Exceptional leadership skills with the ability to manage, mentor, and inspire a diverse team

• Superior analytical and problem-solving skills

• Deep understanding of modern supply chain software and passion for leveraging technology to drive results

• Ability to think strategically and develop long-term plans that create competitive advantage

• Proven ability to influence cross-functional stakeholders