Supply Chain Customer Service Manager – North America (FMCG/CPG) - Murdoch Mason Executive Search Group : Job Details

Our established multinational client in the fast-moving consumer goods sector is expanding rapidly in North America, and they're searching for a Supply Chain Customer Service Manager to lead and optimize their customer service operations. In this role, you'll manage high-impact relationships with top U.S. retailers, supporting their private label products and ensuring seamless supply chain operations in a high-growth market. Reporting directly to the Senior Logistics Manager, this position places you at the core of a team driven by customer satisfaction, operational excellence, and strategic growth.

The Opportunity:

As the Supply Chain Customer Service Manager, you'll lead a team that's focused on delivering top-tier service to major retail customers. You'll oversee customer service strategy, drive process improvements, and collaborate closely with internal partners in Planning, Distribution, and Sales to ensure efficient order fulfillment and supply chain responsiveness. This role is essential to supporting the company's ambitious growth goal of 30%+ annual expansion in North America over the next three years. You'll join a supportive, dedicated team that values excellence in both product and service.

Key Responsibilities:

• Lead and develop a customer service team with a focus on supply chain efficiency and customer satisfaction.
• Build and strengthen relationships with major retail customers, providing data-driven insights for optimal order fulfillment and inventory management.
• Create, monitor, and report on KPIs using dashboards and tools to measure customer service performance and operational success.
• Collaborate closely with Planning, Distribution, and Sales teams to streamline processes and align service with strategic business goals.
• Spearhead customer collaboration initiatives, such as VMI and EPOS data utilization, to enhance supply chain responsiveness.
• Resolve escalated issues and implement process improvements to boost customer satisfaction and reduce service disruptions.
• Foster a balanced and proactive team approach between the back-office team in Tijuana and customer-facing roles in the U.S.

What You Bring:

• Deep experience working directly with large retail accounts in FMCG/CPG.
• 5+ years of experience in supply chain and customer service management
• Proven ability to create and monitor KPIs to drive performance and continuous improvement.
• Strong leadership and communication skills to inspire and develop a high-performing team.
• Bachelor's degree in Supply Chain Management, Logistics, Business, or related field (Master's preferred).
• Spanish language skills are a strong plus to support collaboration with the Tijuana-based team.
• Flexibility to travel to Tijuana once per month to support and connect with the broader team.

Why Join?

This is a unique opportunity to lead customer service operations at a critical point of growth in North America. With plans for significant growth the coming years, you'll play an essential role in supporting the company's expansion. This role offers a hybrid work schedule (3 days in-office, 2 days remote), competitive compensation, and the opportunity to make an impact on a global scale in a high-growth, supportive environment.

Ready to make a difference? Submit your resume today! We will review each application confidentially and reach out if there's a potential fit.