Role Summary
Job Description
MP&L and Customer Service Team Leader is responsible for executing and continuously improving MP&L (Materials Planning & Logistics) operations within MHXX. The role ensures alignment with global supply chain strategies while driving operational excellence in forecasting, inventory management, logistics planning, and customer service. This position plays a key role in enabling end-to-end supply chain visibility, optimizing service levels. The role requires cross-functional collaboration with key internal and external stakeholders, including GBTS, Customer Service, and 3PL providers, to drive operational efficiency, innovation, and customer satisfaction
Main Tasks
Strategy & Continuous Improvement
- Define and execute the MP&L strategy for MHXX in alignment with global supply chain and business priorities.
- Drive continuous improvement and innovation across all MP&L processes to enhance efficiency, reduce costs, and improve service levels.
Inventory & Performance Management
- Develop and implement inventory strategies for MHXX Distribution Centers.
- Drive prioritization and escalation processes for inventory-related challenges and ensure timely execution of mitigation measures.
- Establish robust systems for tracking backorders and executing recovery plans to meet customer commitments.
End-to-End Supply Chain Execution
- Implement and manage End-to-End (E2E) control towers to monitor and enhance delivery performance in MHXX.
- Align supply chain operations with supplying plants, ensuring seamless coordination of inventory flow and fulfillment.
- Collaborate with the Distribution and Transportation Team to synchronize forecast-to-DC processes and optimize distribution strategies.
- Partner with GBTS (Global Business & Technology Solutions) to ensure seamless integration of technology solutions for data processing, customer service, and other shared services.
- Cooperation with the BU / Sales and implementing/adopting global standards.
Customer Service & Stakeholder Management
- Lead the Customer Service team to drive customer-centric strategies, ensuring timely order fulfillment and proactive communication.
- Develop and implement service level agreements (SLAs) for Customers, Suppliers (both, internal and external) and other functional departments.
- Manage operational relationships with 3PL providers and participate in Business Reviews to ensure service levels and operational efficiencies are met.
Planning & SIOP Management
- Lead forecasting, inventory management and logistics planning processes, ensuring its alignment with financial and operational goals.
- Facilitate and actively contribute to the SIOP (Sales, Inventory & Operations Planning) process by coordinating cross-functional inputs from Sales, Marketing, and Operations.
Digitalization & Data Integrity
- Ensure the integrity of data processing and intake to enable accurate forecasting, planning, and reporting.
- Utilize advanced analytics to identify trends, risks, and opportunities for continuous improvement.
Performance & Reporting
- Monitor key performance indicators (KPIs) and provide regular updates to senior leadership on supply chain performance.
Leadership & Organizational Development
- Lead, develop, and mentor a multidisciplinary team, including SIOP/Replenishment Planners, Customer Service representatives, Analysts, and IT Project Managers.
- Foster a culture of accountability, innovation, and excellence within the team. Build organizational capability through succession planning, skills development, and cross-functional collaboration.
Qualifications
Job Requirements (Qualifications, Skills, Experience, Competencies)
- Bachelor's degree or comparable qualification in Business Administration or Industrial Engineering with a Logistics focus
- Masters level Qualification will be an added advantage.
Functional Skills
- Material Planning and standard implementation (process lead as an advantage)
- Multiple Project Management & Implementation including digitalisation and customer onboarding
- Proven Experience in driving results improvement
Experience
- A minimum of 5+ years of experience in supply chain, logistics, or operations roles with team management experience
- Proven expertise in inventory management, customer service integration, and end-to-end supply chain operations.
- Experience in managing partnerships with technology providers (GBTS) and customer service organizations in a global setting.
- Strong financial and business acumen with the ability to translate operational strategies into measurable results.
- Proficiency in supply chain management systems, ERP platforms, and data analytics tools.
Competencies
- Strong proficiency with Microsoft Suite, particularly Excel and PowerPoint
- Strong verbal and written communication
- Analytical thinking & problem solving
- Willingness to stay updated with the latest market trends and customer demands
