Supervisor, Customer Supply Chain

Position Overview

The Customer Supply Chain Supervisor will lead a team responsible for managing the order to cash process while overseeing pricing maintenance and customer billing in the ERP system. Partnering with Sales/Marketing, the role requires analyzing pricing needs, configuring pricing, and ensuring exceptional customer service throughout the customer lifecycle. Reporting to the Sr. Manager of Customer Supply Chain and managing 3-4 direct reports, the Supervisor drives continuous improvement and operational excellence.

Key Responsibilities

• Maintain Monogram's pricing program by creating new pricing, promotional discounts, and allowances in the ERP system to ensure accurate invoicing and reduce chargebacks.
• Oversee the Order to Cash process and address customer issues related to orders and billing.
• Manage and report on Walmart metrics and conduct regular pricing audits.
• Handle daily escalations including order blocks, holds, shortages, new product launches, and new customer issues.
• Monitor manual pricing overrides and EDI pricing discrepancies, research issues, and implement necessary updates.
• Collaborate with Sales and Marketing to design and implement customer and item group pricing structures.
• Coordinate with sales, commercialization, and marketing teams to obtain complete pricing information for new products and customers.
• Maintain and audit price lists, customer groups, and item groups, and report pricing against costs.
• Collaborate with IT for ERP system upgrade testing and maintain a working knowledge of EDI transactions (850, 860, 940, 945).
• Provide coaching, feedback, and training to direct reports, ensuring exemplary customer service and continuous improvement.
• Partner with Supply Chain, Sales, Marketing, Logistics, IT, and Quality to resolve operational issues and ensure effective communication with outsourced transportation providers, plants, and warehouses.
• Ensure proper approvals for pricing and special program requests and manage product substitutions when needed.
• Perform other duties as assigned in a fast-paced, high-pressure environment while upholding the company’s customer service values.

Required Qualifications

• Must be: 18 years or older.
• Bachelor’s degree: in business management or a related field.
• Experience: managing the order to cash process and pricing maintenance in an ERP system.
• Proficient in: Microsoft Excel with strong analytical and problem-solving skills.
• Excellent: oral and written communication, organizational, and leadership skills.
• Demonstrated ability: to uphold high levels of customer service and drive continuous improvement.

Preferred Qualifications

• 2-3 years of experience working with pricing structures within an ERP system (Microsoft D365 preferred).
• 2-3 years’ experience with the CRM Microsoft CE platform in a supervisory role overseeing a customer service team.
• Experience in data reporting and analytics using tools such as Power BI.

Benefits & Perks

• Competitive Compensation Package
• Comprehensive Benefits including Company Paid and Employee Paid Benefits
• Team Member Well-Being initiatives
• Rewards and Recognition programs for professional growth
• Access to TOTAL REWARDS via www.MonogramTotalRewards.com