Supply Chain - Demand Relations and Planning - Assistant Manager

About SHL Medical

SHL Medical is a world-leading provider in the design, development, and manufacturing of advanced self-injection devices. With a global team of 6,000 employees, we partner with leading pharmaceutical and biotech companies to deliver innovative autoinjectors, pen injectors, and other drug delivery systems that ensure effective treatment for patients. Headquartered in Switzerland since 2018, with key operations in Sweden, Taiwan, and the US, we are united by a commitment to innovation, impact, and growth. Together, we empower our people to develop solutions that make a meaningful difference in the lives of millions of patients while fostering a supportive, inclusive, and dynamic workplace for our colleagues.

Job Overview

As a key member of SHL Medical’s Supply Chain Demand Team, this role serves as the critical bridge between customer demand and SHL’s operational execution. The position is responsible for leading the Customer S&OP (Sales & Operations Planning) process, ensuring timely and accurate fulfillment of customer orders, and enhancing customer satisfaction through strong operational support.

The role involves overseeing the end-to-end order-to-delivery process, aligning internal teams with customer needs, and proactively managing issues and supply chain disruptions. Candidates will need to collaborate cross-functionally to drive process improvement, implement customized solutions, and ensure visibility throughout the supply chain.

Success in this role requires a blend of strong customer relationship management, strategic supply chain insight, and effective communication across global teams.

Main Responsibilities

• Customer S&OP: Lead the customer S&OP to drive alignment between customer demand and SHL’s operational and financial plans.
• Customer Demand Fulfilment: Ensure timely and accurate fulfilment of customer orders, coordinating with planning & logistics.
• Customer Relationship Management: Serve as the key point of contact for customers regarding all operations inquiries and issues.
• Order-to-Delivery Process Optimization: Oversee the entire order-to-delivery cycle, ensuring that processes are efficient, cost-effective, and aligned with customer expectations.
• Performance Management: Implement and monitor KPIs to drive continuous improvement in delivery times and service quality.
• Supply Chain Visibility and Communication: Ensure clear and proactive communication with customers regarding any changes or issues in operations impacting customers.
• Collaborative Problem Solving: Develop and execute contingency plans with internal teams and the customer to address any demand changes and supply chain disruptions.
• Customized Supply Chain Solutions: Develop and implement customized supply chain solutions to meet unique customer needs, such as special packaging or delivery schedules.

Minimum Qualifications

• Bachelor’s or Master’s degree in Supply Chain Management, Business Administration, or a related field
• Minimum of 8 years of experience in supply chain management, logistics, or a related field, with at least 2 years in a customer-facing role.
• Proven experience in managing complex supply chains within the medical devices or healthcare industry is strongly preferred.
• Demonstrated ability to manage customer relationships and deliver high levels of customer satisfaction.
• Problem-Solving & Analytical Skills: Capable of identifying issues in complex environments and developing practical solutions in the fast-paced environment of a hyper growth organization.
• Communication Skills & Cultural Awareness: Strong ability to communicate and coordinate plans and changes effectively across various teams, hierarchical levels and cultural differences.
• Excellent verbal and written communication skills in English

Desirable (nice to have)

• Flexibility to work across global time zones as required.
• Willingness to travel as needed to meet with customers and stakeholders.
• This role requires a combination of service orientation, strategic vision and leadership capabilities.
• SAP ERP (HANA S4) is nice to have
• Other computer skills: CRM (Salesforce), Microsoft suite