JOB PROFILE: Supply Chain Service Manager REPORTS TO: Head of Supply Chain Service
Role Purpose Statement
The role is responsible for managing a small team of service focused supply chain professionals who drive end to end service improvements, working and coordinating cross functionally to understand the key issues, recommend robust resolutions and deliver improvement plans.
Key Accountabilities & Responsibilities

• Own and pro-actively manage end to end service issues for the business (either at customer or depot level).
• Build strong communication links with both the sales and operations and establish a sustainable but challenging working relationship.
• Develop and implement SLA’s between sales, supply chain and operations to deliver efficient & optimum service.
• Manage and challenge service to ensure cost effective solutions are provided for the customer.
• Work with cross functional service teams to meet and exceed service KPI’s both internal and external.
• Represent the Supply Chain Service function at internal and external service meetings.
• Promote and develop a lean continuous improvement culture across your team.
• Develop a high performing team making the most effective use of the capabilities, insights and ideas of all individuals. Drive continuous improvement through robust recruitment. Retention and performance management.

Performance Indicators

• FTA and DSL performance.
• Customer retention of accounts within both Corporate & Independent.
• Achievement of project deadlines.
• Improved SC service perception scores.
• Successful delivery of improvement plans.
• Process development and continuous improvements.
• Employee turnover.
• Team development.

Objectives

• Develop a process to assign workload or resource based on key service priorities at a customer level.
• Work with MIS manager to reduce and improve the number of customer service reports
• Develop a standardised service cascade that is applicable for Corporate, Public & Independent.
• Develop clear criteria to ensure the service team focus and prioritise on the right customers and the key issues.

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Competencies/Leadership Themes
Leadership Themes
Setting direction – provides direction & creates simplicity from complexity. Is motivational. Inspiring People: coaches & develops and actively works across teams.
Delighting customers: delivers commercially sound solutions that are future proofed and support our customers.
Creating Growth: </