Customer success director

In 1989, Wikoff’s first continual improvement department was established, adopting a Total Quality Management approach. Over the years, the department has matured and expanded its vision to include not only oversight of the quality management system, but also training programs and employee safety while adopting other improvement methodologies such as lean and six sigma.

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

This company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.