Manager-Customer Service & Supply Optimization

Location: Headquarters
Department: Customer Service
# of openings: 1


Westlake Chemical Corporation

Job Description


Job Title:              Manager-Customer Service & Supply Optimization

Division:               Vinyls

Department:        NAPCO

Reports to:           Director-Commercial 




Focal point for key activities and business processes related to the successful operation of Domestic & Export Customer Service.  Oversees the operation of the Customer Service department and personnel.  Works with other department heads to create effective cross-functional processes, and manages the supply and planning operations.



  • Customer Service and Order Fulfillment
    • Ensure smooth operations within the C/S department and quick response to customer orders and requests.
    • Work on Supply Optimization to ensure order fulfillment and scheduling accommodate variations in supply and demand
    • Handle and resolve exception situations.
    • Ensure on-time shipment record of 95% or better.
    • Maintain superior customer service ratings.
    • Monitor the cost of emergency shipments and work to minimize this cost.


  • SAP Customer Master Data
    • Work with IT to develop effective data structure that matches the overall company strategy
      • Drives to full use of standard SAP functionality
      • Creates efficient flow & storage of data within SAP
    • Develop and oversee processes that provide smooth efficient change and security to the data sets


  • Demand Management & Collaborative Forecasting:
    • Support, evaluate, accept and execute the forecasting business process for the next 30 days, 90 days and year.
    • Ensure that the Demand Management (DM) system effectively supports the forecasting process.
    • Work with Sales and with customers to continually improve collaborative forecasting.
    • Monitor improvements in collaborative forecasting using the Forecast Accuracy provisions and communicate results to Sales and Management.
    • Manage the demand management process on a day-to-day basis to ensure that exceptions and special situations are handled quickly and correctly.
    • Work to continually improve communications between Sales, Operations and customers.


  • Supply & Operations Planning:
    • Conduct monthly S&OP team meeting and develop consensus on a unified operating plan.
    • Improve the S&OP process as the key tactical process for running the day-to-day business.
    • Gather and analyze data from Demand Management, Manufacturing, Product Management, Technology, Transportation, and the Supply Chain models and present it so the S&OP team can make informed decisions.
    • Based on production capacities and forecasts, determine production rates and possible shutdowns.
    • Optimize plant schedules utilizing current tools and assess tool development (Aspentech Supply Chain Suite – ERL, CTP)
    • Communicate results of the S&OP meeting widely.
    • Execute the operating plan effectively and efficiently.


  • Inventory Management:
    • Implement a business process to effectively use the Inventory Visibility Model to optimize inventory management.
    • Work with Sales, Transportation and customers to reduce replenishment lead time.
    • Work with Sales and customers to improve forecasting accuracy.
    • Manage safety stocks effectively, accounting for transportation lead time and demand variability.
    • Manage cycle stocks for inventory builds, ERLs and turnarounds.
    • Dispose of old (dead) inventory, and oversee generation of inventory related to experimental products or other unforecasted uses.
    • Implement forward storage as necessary (and possible) to further optimize inventory.


  • Personnel Management
    • Manages the plant Customer Service Managers and Reps and oversees entire Customer Service Department.
    • Motivate and evaluate all personnel, including yearly evaluations and mid-year checkpoints.
    • Set policies and procedures.
    • Evaluate C/S policies and procedures on a semi-annual basis to ensure continual improvement.


  • Project Management
    • Develop, Scope, & Manage projects within the Customer Service and Supply Chain area


  • Other
    • Perform the primary thinking encompassed by this job description.
    • Comply with all Company policies and procedures.
    • Any additional responsibilities or tasks as assigned.




Comfort with computing applications, and written/verbal reports and presentations strongly preferred.  



Bachelor’s degree in Engineering, Supply & Transportation, Business (or other related field) preferred with specific training in customer service, supply and transportation, procurement, operations reliability strongly desired.  Ten years experience in contract administration, procurement, operations, or production planning is required.  Prior management experience required.



While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stoop, kneel, or crouch.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.



The noise level in the work environment is usually moderate as normally based in an office.  Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc.  May also result in exposure to outside elements and may require usage of stairs and elevators.  Travel up to 25 - 50% including air travel or auto travel.


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