The Customer Supply Chain Executive is the primary operational interface between WaterWipes and its customers, ensuring seamless order fulfilment, optimal service performance, and strong collaborative relationships.
The role is accountable for aligning demand and supply, managing inventory and replenishment, and delivering best‑in‑class customer service through effective KPI ownership, proactive issue resolution, and cross‑functional coordination.
Operating within a matrixed supply chain environment, this role connects customers with internal teams, including Supply Chain, Production, Logistics, and Commercial, to support OTIF delivery, business growth, and operational excellence.
Role Responsibilities
Customer Relationship & Account Coordination
Qualifications, Skills & Experience
‘The WaterWipes Way’ is underpinned by our Values of: Bravery, Excellence & Respect
We look for individuals who will drive acceptable actions and behaviours that will reflect our vision and values.
WaterWipes offers all the benefits of an established global brand, along with the exciting possibilities of an organisation that lives and breathes change.
There are so many reasons to join us on our ambitious journey to becoming an iconic global brand. Check out our careers page to find out more !
The role is accountable for aligning demand and supply, managing inventory and replenishment, and delivering best‑in‑class customer service through effective KPI ownership, proactive issue resolution, and cross‑functional coordination.
Operating within a matrixed supply chain environment, this role connects customers with internal teams, including Supply Chain, Production, Logistics, and Commercial, to support OTIF delivery, business growth, and operational excellence.
Role Responsibilities
Customer Relationship & Account Coordination
- Act as the main operational point of contact for assigned customer accounts
- Build strong, trust‑based relationships with customer supply chain and operations teams
- Lead regular customer service calls to review service levels, inventory positions, and operational performance
- Manage and resolve customer escalations, ensuring clear and timely communication internally and externally
- Prepare and deliver monthly and quarterly operational business reviews (MBRs/QBRs)
- Oversee the end‑to‑end order fulfilment process from order receipt through to delivery
- Ensure accurate, complete, and timely processing of customer orders within ERP systems
- Monitor open orders, backorders, and potential service risks
- Proactively resolve order discrepancies, delivery issues, and supply constraints
- Review operational KPIs to identify trends, risks, and opportunities for improvement
- Collaborate closely with Customer Teams and Demand Planning to align forecasts
- Coordinate with Supply Planning to manage inventory replenishment to customer distribution centres and sites
- Monitor and optimise inventory Weeks on Hand (WOH) at customer locations
- Challenge forecast variances and drive improvements in forecast accuracy
- Provide forward‑looking insights on promotions, seasonal changes, and new product launches
- Own, track, and report on service performance metrics, including:
- OTIF (On‑Time In‑Full)
- Inventory Cover / WOH
- SLA adherence
- Conduct root cause analysis on service failures and implement corrective and preventative actions
- Drive continuous improvement initiatives to enhance customer service and supply chain performance
- Work closely with Supply Planning and Production teams to secure stock availability
- Escalate supply risks and support timely production and deployment decisions
- Coordinate with 3PL partners to ensure on‑time dispatch and delivery
- Support NPD and range launches from a supply chain execution and readiness perspective
Qualifications, Skills & Experience
- A minimum of 4 years’ progressive experience within FMCG supply chain, customer operations, demand planning, or a related operational role, with demonstrable accountability for customer service performance and order fulfilment outcomes.
- Proven experience acting as a customer‑facing operational contact, managing service performance, resolving issues, and maintaining effective working relationships with external customers and internal stakeholders.
- Strong working knowledge of forecasting, demand alignment, order management, inventory replenishment, and distribution processes, with the ability to interpret data and translate insights into operational actions.
- Hands‑on experience tracking, reporting, and interpreting service KPIs, including OTIF, service level adherence, and inventory metrics, with a focus on root cause analysis and continuous improvement.
- Advanced capability in Microsoft Excel, including data analysis and reporting; experience working with ERP systems (e.g. SAP or similar) is highly desirable.
- Excellent verbal and written communication skills, with the confidence to lead customer review meetings, manage escalations, and present performance insights clearly and credibly.
- Strong organisational skills with a high level of attention to detail, enabling effective prioritisation and execution in a fast‑paced, high‑volume FMCG environment.
- Experience supporting European or EMEA customer accounts, ideally within a matrixed or multi‑country operating model.
- Exposure to managing supply chain execution for promotions, seasonal demand variations, and new product launches.
- Experience working cross‑functionally with Commercial, NPD, Production, Logistics, and external 3PL partners.
- Additional European language capability (particularly French and/or Dutch) would be advantageous.
- Formal Education: A degree (or equivalent) in Supply Chain Management, Business, Logistics, Operations Management, or a related discipline is preferred.
- Equivalency Statement: Where formal qualifications are not held, relevant professional experience demonstrating equivalent knowledge, skills, and impact will be considered.
- Accountability: Takes full ownership for customer service and supply chain outcomes, delivering on commitments, accepting responsibility for results, and proactively addressing issues and risks regardless of outcome.
- Decision Making: Makes timely, well‑reasoned operational decisions by analysing relevant data, considering customer and business impact, and clearly communicating decisions and rationale to stakeholders.
- Driving for Results: Consistently achieves service, inventory, and execution targets through strong focus, persistence, and resilience, maintaining performance under pressure and in a fast‑paced FMCG environment.
- Integrity: Acts with honesty, transparency, and professionalism in all interactions, upholding WaterWipes values, building trust with customers and colleagues, and following through on commitments.
- Teamwork: Collaborates effectively across functions and with external partners to achieve shared objectives, valuing diverse perspectives and contributing positively within a matrix organisation.
- Managing Resources: Effectively prioritises workload and manages supply chain resources by adapting plans to changing circumstances, escalating risks appropriately, and ensuring efficient use of time, systems, and inventory.
- Customer‑Centric Supply Chain Management: Demonstrates a strong customer‑first mindset by proactively understanding customer operational needs, anticipating service risks, and balancing customer requirements with supply chain capabilities to protect both service and business outcomes.
- Customer Supply Chain Execution: Executes end‑to‑end customer order management, replenishment, and fulfilment processes with accuracy and discipline, ensuring seamless delivery from order receipt through to final customer delivery.
- Service Performance & KPI Management: Owns service performance metrics, including OTIF, WOH, and SLA adherence, applying root cause analysis to identify service failures and implementing corrective and preventative actions to drive sustained improvement.
- Demand & Inventory Management: Collaborates effectively with Demand and Supply Planning to align forecasts, optimise inventory levels, challenge variances, and manage replenishment to meet service targets while minimising risk and inefficiency.
- Cross‑Functional Coordination: Works closely with Supply Planning, Production, Logistics, 3PL partners, Commercial teams, and NPD stakeholders to manage constraints, align priorities, and support promotions and product launches.
- Data Analysis & Operational Insight: Uses operational data and performance reporting to identify trends, risks, and opportunities, translating insight into clear actions that support decision‑making, service improvement, and operational efficiency.
‘The WaterWipes Way’ is underpinned by our Values of: Bravery, Excellence & Respect
We look for individuals who will drive acceptable actions and behaviours that will reflect our vision and values.
WaterWipes offers all the benefits of an established global brand, along with the exciting possibilities of an organisation that lives and breathes change.
There are so many reasons to join us on our ambitious journey to becoming an iconic global brand. Check out our careers page to find out more !