Senior Manager, S&OP and Customer Fulfillment

Senior Manager, S&OP and Customer Fulfillment Location: Raleigh, NC Schedule: Fully onsite About the Role A privately held, global industrial manufacturing and distribution organization is seeking a Senior Manager, S&OP and Customer Fulfillment to lead demand planning, inventory coordination, order fulfillment, and customer operations. This role sits at the intersection of sales, customer demand, inventory, global production, and supply chain execution. The Senior Manager will translate customer forecasts and market signals into actionable inventory and production plans while ensuring that current orders are processed accurately and delivered on time. This is not a traditional customer service management role or a warehouse execution position. It requires someone who understands S&OP or SIOP principles and can balance customer demand, production capacity, inventory investment, and service levels across a high-SKU industrial product portfolio. The position also directly leads a team of customer service and order management professionals. The successful candidate must be comfortable working strategically with forecasts and analytics while remaining closely involved in daily execution, escalations, and problem resolution. Key Responsibilities S&OP, Demand Planning, and Forecast Management Lead the demand planning component of the S&OP or SIOP process, connecting customer forecasts and sales expectations with production and inventory plans Analyze historical demand, customer forecasts, open orders, market activity, and product trends across hundreds of SKUs Identify significant changes in demand and communicate their potential impact on production, inventory, and customer service Develop early-warning indicators for forecast changes, supply constraints, inventory shortages, and excess inventory Partner with sales, operations, customer service, and international manufacturing teams to reconcile demand and supply assumptions Improve forecast accuracy and establish consistent planning cadences, assumptions, and reporting Support capacity planning and production prioritization based on customer needs, supply availability, and business priorities Prepare demand, inventory, and fulfillment reporting for senior leadership Inventory and Supply Planning Monitor inventory availability, customer requirements, global production schedules, and inbound supply Balance service-level expectations with inventory investment, working capital, and obsolescence risks Identify potential shortages, backorders, aged inventory, excess inventory, and slow-moving products Partner with global manufacturing and sourcing teams to expedite critical orders and address supply disruptions Recommend inventory actions based on forecast changes, lead times, order activity, and production constraints Coordinate inventory releases, customer pickups, returns, and product transitions Support product lifecycle planning as SKUs are introduced, revised, or discontinued Customer Fulfillment and Order Management Oversee the end-to-end order management process from order receipt through delivery Ensure orders received through EDI and email channels are processed accurately and on time Monitor pricing, product availability, fulfillment status, shipment timing, backorders, and customer exceptions Resolve escalated issues involving shortages, pricing discrepancies, delayed orders, returns, and order changes Partner with customers, sales representatives, and internal teams to resolve issues and protect customer relationships Establish clear service expectations, order management procedures, and escalation protocols Track customer service and fulfillment performance through scorecards and operational KPIs Analytics and Business Intelligence Use Excel, Power BI, ERP data, and other analytical tools to monitor forecast accuracy, inventory levels, service performance, and supply risks Develop dashboards and reporting that connect customer demand, production plans, inventory, and order …

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