Logistics, Transportation & Customer Service Lead - SAP S​/HANA +Order-to-Delivery

About the Role

We are excited to announce an exceptional opportunity with our client, a prominent FMCG manufacturer, seeking a dynamic Logistics, Transportation & Customer Service Lead
. In this pivotal role, you will own the customer-facing segment of the North America supply chain within a live SAP S/4

HANA environment. Your mission: to ensure seamless service from the moment an order is placed until the customer receives their products, while nurturing retailer relationships throughout the journey.

In this position, you will be responsible for:

• Managing the order management and fulfillment processes
• Overseeing transportation and carrier performance
• Ensuring inventory control and yard management
• Directing the customer service organization

You will also cultivate strong relationships with national, mass, and club accounts, as they critically assess the business based on on-time, in-full (OTIF) delivery and chargebacks. This is a business ownership role—focused on operational excellence rather than system implementation. You will leverage SAP S/4

HANA as a powerful tool to drive business needs, ensuring that it delivers practical and effective solutions.

This position is based onsite in the Cincinnati area.

• End-to-End Order Management: Oversee the full order-to-delivery lifecycle, including availability and allocation, fulfillment, shipment execution, and returns, while ensuring service and cost outcomes.
• Transportation and 3PL Performance: Develop and implement carrier strategies, oversee freight costs, ensure on-time delivery, and make informed network and routing decisions.
• Inventory Control and Yard Management: Maintain inventory accuracy and manage trailer flow within the distribution center (DC).
• Customer Service Leadership: Lead the customer service organization, managing order support, customer master governance, pricing, claims, and dispute resolution.
• Retailer Relationship Management: Enhance supply chain performance with national, mass, and club accounts, managing vendor scorecards, EDI order flows, and addressing chargeback and deduction risks.
• Change Management: Set priorities for process improvements, define success criteria, and ensure the delivery of meaningful change.
• Cross-functional Representation: Advocate for business needs in the global S/4
  
  HANA program, ensuring alignment of service outcomes and facilitating effective testing and adoption.
• Performance Reporting: Report on service, compliance, and cost metrics to regional leadership, driving the improvement agenda based on performance data.
• Collaborative Partnering: Work closely with planning teams on demand signals, allocation, and inventory positioning.

• Experience: 10+ years in customer supply chain, logistics, or customer operations leadership roles within FMCG, CPG, or high-volume distribution, including directorial capacity.
• Ownership of Processes: Proven track record in managing order-to-delivery and transportation for a significant portfolio, demonstrating a commitment to service excellence.
• SAP Expertise: Experience as a business owner of SAP S/4
  
  HANA across order-to-cash and logistics execution, with a deep understanding of what modifications are needed.
• Retail Compliance Knowledge: Comprehensive understanding of national grocery, mass, or club accounts, particularly in vendor scorecards, EDI processes, chargebacks, deductions, and OTIF metrics.
• Performance Improvements: A demonstrated history of measurable service improvements and cost reductions, including OTIF, fill rates, freight expenses, and deduction recovery.
• Stakeholder Engagement: Ability to engage credibly with senior stakeholders across Commercial, Finance, Planning, and Operations, making effective decisions that resonate within the organization.
• Location Requirements: Candidates must be based in the Cincinnati area or be willing to relocate at their own expense.

• Implementation Leadership: Experience as a business lead or process owner during an S/4
  
  HANA implementation, migration, or post-go-live stabilization.
• Customer Service
  
  Experience:
  
  Leadership experience in a customer service or order management organization.
• Transportation Management Systems: Familiarity with SAP TM or comparable transportation management systems.
• S&OP Involvement: Experience in Sales, Inventory & Operations Planning (SIOP) or Sales and Operations Planning (S&OP) at a leadership level.
• Process Improvement Expertise: Skills in network optimization, standardizing standard operating procedures (SOPs), or managing acquisition integration.
• Certifications: APICS/ASCM certification (CPIM, CSCP) or equivalent qualifications are a plus.