Position Overview:The Customer Success Director is responsible for leading customer service and demand planning to ensure customer requirements are translated into accurate orders, reliable forecasts, and strong service performance. This role connects Commercial, Supply Chain, Production, Procurement, Finance, and Operations to improve customer experience, forecast accuracy, inventory control, and OTIF delivery. The position plays a critical role in supporting the S&OP process, improving visibility across the network, and driving consistent service standards.
Key Responsibilities:- Lead Customer Service and Demand Planning teams across the Wikoff network
- Oversee order management, backlog visibility, customer communication, and issue resolution
- Develop demand forecasts using sales history, customer input, market trends, and commercial plans
- Partner with Commercial to validate customer demand, new business, risks, and service expectations
- Align demand signals with Production, Procurement, Inventory, Supply Chain, and Finance
- Support the S&OP process through demand reviews, reporting, and cross-functional alignment
- Drive service KPIs, forecast accuracy, inventory impact, OTIF, and order accuracy performance
- Standardize service workflows, planning cadence, reporting, and communication protocols
- Resolve escalated customer issues and drive root cause corrective actions
Key Deliverables:- Improved customer experience, responsiveness, and service consistency
- Stronger OTIF, order accuracy, and backlog visibility
- Centralized demand planning process implemented across priority sites and product categories
- Improved forecast accuracy and demand visibility through standard cadence and reporting
- Reduced excess, obsolete, and slow-moving inventory through better demand management
- Stronger alignment between Commercial, Customer Service, Production, Procurement, and Supply Chain
- Customer service and demand planning KPIs integrated into S&OP reporting
Reporting Structure:- Reports To: Chief Operations Officer
- Direct Reports: Customer Service Team, Demand Planning Team
Educational Requirements:- Bachelor's degree in Supply Chain, Business, Operations Management, Finance, or related field required
- Professional certification in supply chain, planning, or inventory management preferred
Required Experience:- 10+ years in customer service, demand planning, S&OP, or supply chain leadership
- Manufacturing, chemical, coatings, ink, or industrial experience preferred
- Strong ERP, forecasting, order management, and reporting capability
- Proven ability to lead teams and improve service, planning, and inventory performance
- Experience working across Commercial, Operations, Procurement, Finance, and Production
- Strong communication, problem-solving, and cross-functional leadership skills
