Customer Service & Planning Manager

About the role

The Customer Service & Planning Manager will lead the end‑to‑end Customer Service and Production Planning functions, ensuring that orders are captured, scheduled, produced and delivered on time and in full. You will act as the central interface between customers, sales, production, logistics and finance while driving continuous improvement across the supply chain.

Key responsibilities

• Lead Customer Service and Production Planning & Scheduling, guaranteeing OTIF performance.
• Prepare, execute and monitor daily, weekly and monthly production plans in SAP PP based on forecasts and open orders.
• Run the Sales & Operations Execution (S&OE) cycle and support the monthly S&OP process.
• Monitor schedule adherence, re‑plan proactively for breakdowns, material shortages or urgent orders.
• Coordinate with procurement to secure raw and packaging material availability using SAP MM.
• Manage end‑to‑end Sales & Delivery Order Management in SAP SD, including order changes, returns and credit/debit processing.
• Own customer complaint and claims handling, performing root‑cause analysis and corrective actions.
• Oversee outbound execution: production output tracking, delivery creation, shipment planning and invoicing.
• Maintain inventory targets, safety stocks and stock accuracy; drive slow‑moving and obsolete stock reviews.
• Report key supply‑chain KPIs (OTIF, schedule adherence, inventory coverage, order‑fulfilment lead time) and develop performance dashboards using Advanced Excel or Power BI.
• Deliver month‑end closing reports and lead weekly shipment plan reviews.

Required profile

• Proven ability to lead, coach and develop cross‑functional teams.
• Strong analytical mindset with experience in KPI ownership and reporting.

Required skills

• SAP PP (Production Planning)
• SAP MM (Materials Management)
• SAP SD (Sales & Distribution)
• Advanced Excel
• Power BI or equivalent reporting tools