Customer Fulfilment Manager

Escape; Dundee; On-site; GBP 80,000 - 120,000; Full time

Job summary

Escape, a globally servicing manufacturing group, is seeking an experienced Customer Supply Chain leader to build and develop a multi-functional team across Customer Service, Production Planning and Logistics. The role focuses on aligning customer commitments with manufacturing capability while driving improvements and clarity in the fulfilment journey.

You will own the customer fulfillment journey from order receipt through production planning, dispatch and delivery, leading teams to enhance

Qualifications

• Experience leading teams across customer service, planning, logistics or supply chain functions within manufacturing or production.
• Strong understanding of manufacturing operations and production planning.
• Experience managing international exports and global logistics.
• Knowledge of customs procedures, export documentation, Incoterms, international shipping and multi-currency trading environments.
• Strong Excel and analytical skills.
• A continuous improvement mindset with the ability to challenge existing processes and introduce new ways of working.
• Excellent communication and stakeholder management skills.
• A collaborative leadership style with a passion for coaching, mentoring and developing people.

Responsibilities

• Lead, coach and develop teams across Customer Service, Production Planning and Logistics.
• Manage the end-to-end order fulfillment process from order confirmation through to delivery.
• Coordinate customer demand, production capacity and delivery commitments.
• Drive improvements in planning processes, order visibility and customer communication.
• Manage international logistics activities across a global customer base.
• Ensure export documentation, customs requirements and shipping processes are effectively managed.
• Monitor and improve key performance indicators including OTIF, backlog management, freight costs and customer service performance.
• Support the introduction of more efficient systems, processes and ways of working.
• Act as a key link between commercial and operational functions across the business.

Skills

Team leadership

Customer service

Planning

Logistics

Stakeholder management

Coaching/mentoring

Communication

Continuous improvement

Tools

Excel

Job description

Are you an experienced Customer Supply Chain leader looking for an opportunity to make a real impact?

This newly created role offers the chance to lead and develop a multi-functional team across Customer Service, Production Planning and Logistics within a highly specialised manufacturing environment serving customers Globally.

Our client is looking to appoint someone who can bring fresh thinking, challenge established processes and help drive improvements across customer operations, planning and global logistics.

The Role

Reporting into the senior leadership team, you will take ownership of the customer fulfillment journey from order receipt through to production planning, dispatch and delivery.

Leading teams across Customer Service, Planning and Logistics, you will ensure customer commitments are aligned with manufacturing capability while improving communication, visibility, efficiency and service performance.

Key Responsibilities

• Lead, coach and develop teams across Customer Service, Production Planning and Logistics.
• Manage the end-to-end order fulfillment process from order confirmation through to delivery.
• Coordinate customer demand, production capacity and delivery commitments.
• Drive improvements in planning processes, order visibility and customer communication.
• Manage international logistics activities across a global customer base.
• Ensure export documentation, customs requirements and shipping processes are effectively managed.
• Monitor and improve key performance indicators including OTIF, backlog management, freight costs and customer service performance.
• Support the introduction of more efficient systems, processes and ways of working.
• Act as a key link between commercial and operational functions across the business.

Experience and knowledge required for the role

• Experience leading teams across customer service, planning, logistics or supply chain functions within manufacturing or production.
• Strong understanding of manufacturing operations and production planning.
• Experience managing international exports and global logistics.
• Knowledge of customs procedures, export documentation, Incoterms, international shipping and multi-currency trading environments.
• Strong Excel and analytical skills.
• A continuous improvement mindset with the ability to challenge existing processes and introduce new ways of working.
• Excellent communication and stakeholder management skills.
• A collaborative leadership style with a passion for coaching, mentoring and developing people.

This is an opportunity to join a successful international manufacturer with a strong reputation, a loyal customer base and a genuinely supportive culture