Supply Chain & Customer Operations Lead

About the role

The company is launching a growth‑focused e‑commerce and direct‑to‑consumer unit and needs a leader to design and run the end‑to‑end order and fulfilment process. Reporting to the Leadership Team, the Supply Chain & Customer Operations Lead will own everything from order receipt through production planning, inventory control, logistics coordination and final delivery, ensuring accuracy, efficiency and a high‑quality customer experience.

Key responsibilities

• Own the complete order fulfilment journey across e‑commerce platforms, customer portals and direct sales channels, processing orders accurately and within service targets.
• Serve as the primary point of contact for order, delivery and fulfilment queries, communicating proactively with customers and handling escalations.
• Coordinate procurement, inventory replenishment and stock availability, maintain accurate records and support regular stock counts.
• Assist with demand planning, forecasting and production scheduling to meet customer demand while balancing capacity and service requirements.
• Manage relationships with couriers, 3PL providers and distribution partners, track deliveries, monitor SLA performance and resolve delivery issues.
• Identify and implement continuous‑improvement initiatives to reduce costs, improve delivery performance and enhance the overall customer experience.

Required profile

• Proven experience in supply chain or customer operations within a fast‑paced, growth‑oriented environment.
• Entrepreneurial mindset with the ability to work independently and drive structure, accountability and continuous improvement.
• Strong problem‑solving skills and the capacity to manage cross‑functional teams and external partners.
• Excellent communication skills for proactive customer interaction and internal coordination.

Required skills