Director, Demand Planning & Customer Service

Overview

The Director of Demand Planning and Customer Service is responsible for leading demand planning, forecasting, and customer service operations while ensuring alignment between sales forecasts, supply chain planning, and business objectives. This role plays a critical role in optimizing inventory, improving forecast accuracy, and enhancing the customer experience through efficient order management and service excellence.

This position requires strong analytical skills, cross-functional collaboration, and leadership abilities to ensure the effective execution of demand planning, supply chain coordination, and customer service strategies.

Job Responsibilities

Sales & Operations Planning (S&OP) Leadership:

• Lead and manage the end-to-end S&OP process, ensuring strategic alignment across Sales, Supply Chain, Finance, and Operations.
• Develop and implement best practices in demand planning, supply planning, and inventory management to enhance efficiency.
• Conduct monthly S&OP meetings with cross-functional teams to review forecasts, identify risks, and support strategic decision-making.
• Drive collaboration between Sales, Marketing, Supply Chain, and Finance to ensure accurate demand forecasts and supply alignment.
• Utilize S&OP software and data analytics tools to track key performance indicators (KPIs) and optimize decision-making.

Demand Forecasting & Planning:

• Develop and maintain data-driven demand forecasts using historical data, market trends, customer insights, and sales projections.
• Improve forecast accuracy through statistical modeling, scenario planning, and cross-functional collaboration.
• Monitor and adjust forecasts based on market dynamics, seasonality, and customer demand fluctuations.
• Partner with Sales and Marketing teams to incorporate promotional activities, new product launches, and customer trends into demand planning.
• Establish a rolling forecast model, ensuring demand is aligned with supply chain capabilities and financial objectives.
• Leverage advanced forecasting tools (SAP IBP, Kinaxis, Blue Yonder, Anaplan) to enhance predictability and responsiveness.

Inventory & Supply Chain Optimization:

• Develop strategies to optimize inventory levels, production schedules, and distribution plans to meet customer demand efficiently.
• Ensure demand plans support efficient warehousing, logistics, and fulfillment processes.
• Identify potential bottlenecks or constraints in the supply chain and proactively develop mitigation strategies.
• Collaborate with Procurement, Operations, and Logistics teams to align supply chain resources with business needs.

Customer Service & Order Management:

• Oversee the Customer Service team, ensuring a seamless order-to-delivery process and a best-in-class customer experience.
• Establish and monitor service level agreements (SLAs) to ensure timely and accurate order fulfillment.
• Implement process improvements and automation to streamline order processing, reduce lead times, and enhance service efficiency.
• Resolve customer inquiries, escalations, and complaints in a timely and professional manner, ensuring high levels of customer satisfaction.
• Collaborate with Sales, Supply Chain, and Operations to proactively address customer demand fluctuations, delays, and potential disruptions.
• Improve customer order visibility through CRM and order tracking tools.

Data Analytics & Performance Reporting:

• Utilize forecasting tools and S&OP software to analyze data, track key metrics, and provide insights for strategic decision-making.
• Monitor forecast accuracy, inventory turns, service levels, and operational performance, identifying opportunities for improvement.
• Present monthly reports to executive leadership, providing recommendations based on market trends, demand insights, and operational data.

About FFP

Florida Food Products (FFP), headquartered in Lake Mary, FL, is one of the world's leading independent providers of natural ingredients. With a legacy spanning over 70 years, we deliver a diverse portfolio of clean label ingredients and innovative system solutions to the food and beverage industry. Our commitment to quality and performance is reflected in our American-made products, which enhance both taste and functionality. Backed by advanced manufacturing capabilities, we specialize in fermentation, patented cold brew extraction, custom flavor development, and a range of drying and blending technologies. Operating from four state-of-the-art facilities strategically located across the U.S., we ensure the accessibility of real, high-quality ingredients-helping our customers create better-for-you food and beverage for consumers.