Customer Service & Logistics - SAP S/4HANA (Subject Matter Expert)

GloPros; Erlanger (KY); On-site; USD 110,000 - 150,000; Full time

Job summary

GloPros in Kentucky is seeking a Subject Matter Expert for Customer Service and Logistics to own the North American supply chain customer-facing operations. You will manage end-to-end order-to-delivery, drive OTIF performance, reduce freight costs, lead the customer service team, and collaborate with regional leadership using PowerBI for analytics.

The role requires strong SAP S/4HANA expertise, experience with high-volume distribution, and a strategic mindset to optimize stock allocation during

Qualifications

• Ten years+ of experience in customer supply chain/logistics within FMCG/CPG or high-volume distribution.
• Hands-on SAP S/4HANA experience with order-to-cash and logistics execution improvements.
• Proven stock-allocation decision-making during shortages using ATP in S/4HANA.
• Knowledge of national grocery/mass/club accounts, vendor scorecards, EDI, chargebacks, deductions, OTIF metrics.
• Track record of managing OTIF, fill rates, freight costs, or deduction recovery with measurable results.

Responsibilities

• Manage the end-to-end order-to-delivery process, including stock availability, allocation, fulfillment, shipment, and returns.
• Reduce freight costs and improve on-time delivery via carrier management and network optimization.
• Lead the customer service team covering order support, customer master data accuracy, pricing integrity, and dispute resolution.
• Analyze retailer scorecards, EDI issues, chargebacks and deductions to create systematic solutions.
• Represent the company in S/4HANA testing and implementation; report service and cost metrics to regional leadership using PowerBI.

Skills

OTIF management

Stock allocation decision-making

Vendor scorecards

Analytical problem solving

Leadership

Tools

SAP S/4HANA

PowerBI

EDI systems

Job description

Join us as an integral part of a leading global FMCG manufacturing organization in the role of Subject Matter Expert for Customer Service and Logistics. In this critical position, you will manage the customer-facing segment of our North American supply chain, driving seamless operations and exceptional service delivery.

Location Requirements

• Onsite Commitment: Required 4 to 5 days a week.
• Commute: Candidates must reside within a commutable distance from the site.
• Start Date: Availability to start as soon as possible is preferred.

What You Will Own

As the Subject Matter Expert, you will be responsible for:

• Managing the entire order-to-delivery process, including availability, allocation, fulfillment, shipment execution, and returns, while making critical decisions on stock allocation during shortages.
• Reducing freight costs and enhancing on-time delivery through strategic carrier management and network optimization.
• Leading the customer service team in areas such as order support, maintaining accurate customer master data, pricing integrity, and resolving disputes.
• Analyzing and transforming retailer scorecards, EDI issues, chargebacks, and deductions into systematic solutions, rather than recurring challenges.
• Representing the organization in S/4HANA testing and implementation, while monitoring and reporting service and cost performance metrics to regional leadership via PowerBI.

What We Are Looking For

We seek candidates who possess the following qualifications:

• A minimum of 10 years of experience in customer supply chain, logistics, or customer operations, specifically within FMCG, CPG, or high-volume distribution sectors.
• Hands-on experience with SAP S/4HANA, with a solid understanding of how the system operates and identifies areas for improvement in order-to-cash and logistics execution.
• Proven expertise in stock allocation decision-making, particularly during supply shortages, utilizing advanced Available-to-Promise (aATP) within S/4HANA.
• Familiarity with national grocery, mass, and club account operations, including vendor scorecards, EDI, chargebacks, deductions, and on-time in full (OTIF) delivery metrics.
• Demonstrated success in managing OTIF, fill rates, freight costs, or deduction recovery—capable of detailing what changes you implemented and their results.

Additional Qualifications (Highly Desirable)

• Experience with SAP Transportation Management (TM) or other transportation management systems.
• Proficiency in PowerBI reporting.
• APICS or ASCM certification (CPIM, CSCP) is a plus