Supply Chain & Customer Service Manager

Job Description

Job Description

What’s in it for you?

-Competitive salary with annual salary review and bonus.

-FULLY paid top tier medical, dental, & vision benefits for you and your family.

-Outstanding paid time off policy.

-Flexible work arrangement 

-Student Loan Assistance, up to $5,000 annually as eligible.

-Learning and Development Opportunities including Tuition Reimbursement.

-Highly engaged culture, stable workforce, within a strong, growing global company

At Etex, our purpose is building better together. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.

At Etex, we seek to make a meaningful impact on the lives of our customers and our communities. Are you looking for a company where you can learn, grow and lead? Join us as a Supply Chain & Customer Service Manager where you can work at our facility in Maryville, TN .

The mission of the role is to ensure Promat’s success by leading the end-to-end supply chain and customer service functions. Acting as both a strategic leader and operational coach, this individual drives excellence in planning, logistics, and order fulfillment while ensuring exceptional customer experiences.

This role focuses on optimizing the company’s supply chain network, improving service efficiency, and developing a high-performance team that aligns with Promat’s growth, safety, and customer-centric goals.

What you’ll do:

 

Leadership and Team Development

• Lead, coach, and develop both the Customer Service and Supply Chain teams to achieve operational excellence and service excellence.
• Establish clear KPIs for service performance, accuracy, responsiveness, cost efficiency, and process adherence.
• Create a culture of collaboration, accountability, and continuous improvement aligned with Etex leadership values.
• Manage workforce planning, succession development, and training to ensure team capability growth.
• Conduct regular performance reviews and promote cross-functional alignment between Sales, Operations, Finance, and Manufacturing.

Customer Engagement and Service Excellence

• Serve as a senior escalation point for key customer accounts, ensuring effective resolution of issues and proactive communication.
• Oversee daily order management, quotations, and customer communications to maintain best-in-class responsiveness.
• Partner with Sales and Marketing to support new product launches, onboarding, and proactive service initiatives.
• Implement service metrics and customer feedback systems to monitor and improve satisfaction, quality, and speed of service.
• Drive adoption of CRM and ERP best practices (SAP, Salesforce, or similar) to enhance data visibility and decision-making.

Supply Chain Strategy and Execution

• Lead planning, logistics, procurement coordination, and inventory management activities for the U.S. business.
• Develop and implement local supply chain strategies that optimize total landed cost, delivery lead time, and inventory turns.
• Ensure alignment with divisional and global supply chain goals while supporting local customer and business needs.
• Drive the Sales & Operations Planning (S&OP) process, ensuring balance between customer demand, production capacity, and inventory.
• Manage and report key metrics such as OTIF (On Time In Full), cost-to-serve, and working capital optimization.
• Maintain compliance with EHS, quality, and ISO standards across logistics and warehousing functions.

Process, Systems, and Continuous Improvement

• Identify and implement workflow and system enhancements across customer service and supply chain operations.
• Promote standard operating procedures, digital tools, and automation initiatives to improve scalability and reliability.
• Lead continuous improvement projects using Lean or Six Sigma methodologies where applicable.
• Develop dashboards and performance reporting to track team and process efficiency.
• Facilitate cross-departmental collaboration to ensure accurate forecasting, smooth order flow, and cost-effective fulfillment.

Strategic Planning and Growth Enablement

• Contribute to business growth by designing scalable service and logistics solutions that align with Promat’s expansion strategy.
• Collaborate with global and regional supply chain leaders to implement best practices and technology upgrades.
• Provide strategic insights to Sales and Operations Planning, helping drive informed decisions on demand, capacity, and inventory.
• Support the company’s mission of delivering "highest customer centricity" and “best in class supply chain processes.”

What you’ll bring:

Required Skills

1. Bachelor’s Degree in Business, Supply Chain, Operations, or related field.
2. 5+ years of progressive experience in supply chain, logistics, customer service, or operations management.
3. At least 2 years in a leadership role with team management responsibilities.
4. Strong understanding of end-to-end supply chain processes, order fulfillment, and customer engagement.
5. Experience with ERP (SAP preferred) and CRM systems; strong data and analytical capability.
6. Excellent communication, leadership, and problem-solving skills.
7. Ability to travel occasionally (<10%).

Preferred Skills

1. APICS Certification (CPIM, CSCP, or similar).
2. Experience in manufacturing or industrial product environments.
3. Demonstrated success driving process improvement and implementing digital or automation initiatives.
4. Experience leading teams in matrix or multi-site environments.
5. Bilingual (Spanish-English) proficiency.

Why join us?

• We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023!
• Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
• Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions
• We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination
• Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work.