Supply Chain & Customer Operations Lead

Reports To
:
Leadership Team

The company is launching a new growth-focused business unit driven by e-commerce, direct-to-consumer fulfilment and customer-centric operations.

This is an exciting opportunity to help build and shape scalable supply chain and customer operations within an established manufacturing business.

The Supply Chain & Customer Operations Lead will take ownership of the end-to-end customer order and fulfilment journey—from order receipt and production planning through to inventory management, logistics coordination, customer communication and final delivery.

Reporting to the Leadership Team, the successful candidate will ensure accurate, efficient fulfilment and exceptional customer service while developing practical, scalable processes that support future growth.

This is a hands-on role for an experienced, entrepreneurial supply chain professional who can work independently, solve operational challenges and bring structure, accountability and continuous improvement to a fast-paced environment.

• Order Fulfilment and Customer Operations

  • Own the complete order fulfilment process, from order placement through to delivery.

  • Manage orders received through e-commerce platforms, customer portals and direct sales channels.

  • Ensure orders are processed accurately, efficiently and within agreed service levels.

  • Act as the primary operational contact for order, delivery and fulfilment queries.

  • Communicate proactively with customers, manage expectations and resolve escalations professionally.

  • Identify and address fulfilment or service issues before they negatively affect customers.

  • Monitor customer feedback and continuously improve the customer experience.

• Supply Chain, Inventory and Production Planning

  • Coordinate procurement, inventory replenishment and stock availability in line with demand.

  • Monitor inventory levels and take corrective action to prevent stock shortages or excess stock.

  • Maintain accurate inventory records and support stock counts, cycle counts and audits.

  • Assist with demand planning and forecasting.

  • Coordinate production schedules to meet customer demand, considering capacity, stock availability and service requirements.

  • Adjust production plans in response to demand changes, supply constraints and operational challenges.

  • Monitor production performance and communicate potential risks proactively.

• Logistics and 3PL Management

  • Coordinate relationships with couriers, third-party logistics providers and distribution partners.

  • Track deliveries and drive on‑time, in‑full execution.

  • Monitor delivery performance against agreed service level agreements.

  • Investigate and resolve delivery failures, claims and service incidents.

  • Identify opportunities to improve transport costs, delivery performance and service levels.

• Operational Growth and Continuous Improvement

  • Develop and implement scalable operational processes that support business growth.

  • Identify inefficiencies and introduce practical process improvements.

  • Develop and maintain operational dashboards and KPI reports.

  • Support the implementation of new systems, tools and processes.

  • Contribute to building a high-performance, customer-focused culture within the business unit.

Performance will be measured against:

• Order fulfilment accuracy.

• On‑time, in‑full delivery performance.

• Customer satisfaction and response times.

• Inventory accuracy and stock availability.

• Order processing turnaround times.

• Courier and 3PL performance.

• Working capital and inventory optimisation.

• Supply chain cost management.

• Successful delivery of continuous improvement initiatives.

• A Diploma or Degree in Supply Chain Management, Logistics, Operations Management, Commerce or a related field.

• 5–10 years’ experience in supply chain, logistics, fulfilment, customer operations or a related operational role.

• Proven experience managing end-to-end order fulfilment.

• Experience working with courier networks, third-party logistics providers and distribution partners.

• Experience with in FMCG, manufacturing, retail or distribution environments is preferred.

• E-commerce, online fulfilment or…