Supply Chain Channel Manager – Online B2B Customers

Job Title

Supply Chain Channel Manager – Online B2B CustomersJob Description

The Supply Chain Channel (Account) Manager is responsible for the end-to-end lifecycle of our online B2B customer segment. This role sits at the intersection of sales and operations, managing everything from initial Order-to-Delivery (OTD) execution to complex claims settlement. You will be the primary advocate for our digital partners, ensuring that supply planning aligns with demand and that contractual service levels are met through data-driven decision-making.

Your role:

• Order Management & Execution:
• Oversee the full Order-to-Delivery (OTD) cycle for online B2B accounts, ensuring seamless integration between the web portal and the ERP.
• Monitor order flow and lead times to ensure 'Perfect Order' fulfillment (Right Product, Right Time, Right Condition).
• Build and maintain strong relationships with key customers, understanding their supply chain needs and business objectives.
• Guides the development of new and complex Service Level Agreements (SLAs), collaborating with stakeholders to ensure alignment with evolving customer needs and organizational objectives, thereby enhancing service quality and reliability.
• Supply Planning & Integration:
• Collaborate with the Demand Planners to provide insights into online B2B trends, seasonal spikes, and promotional impacts.
• Ensure inventory availability for key digital accounts by influencing Supply Planning priorities and safety stock levels.
• Anticipate potential supply chain disruptions and proactively implement contingency plans.
• Contract & Stakeholder Management:
• Interpret and enforce Customer Contracts, ensuring all supply chain-related clauses (delivery windows, packaging specs, penalties) are operationalized.
• Act as the lead liaison between Sales, Finance, Logistics, and the Customer's procurement teams.
• Identify and resolve supply chain issues impacting key accounts promptly and effectively.
• Represents the organization in customer interactions, ensuring proactive communication and accurately reflecting customer feedback and requirements, thereby fostering strong customer relationships and loyalty.
• Escalation & Claims Settlement:
• Serve as the primary point for Escalation Management, resolving critical bottlenecks in the delivery network.
• Manage the end-to-end Claims Settlement process for shortages, damages, or pricing discrepancies, ensuring fair resolution and root-cause analysis to prevent recurrence.
• Analytics & Digital Performance:
• Build and maintain automated dashboards in PowerBI to track Channel KPIs (e.g., Fill Rate, On-Time In-Full, Cost-to-Serve).
• Utilize Advanced Excel to conduct deep-dive analysis on order patterns and logistics costs to optimize channel profitability.
• Monitors and reports on key performance indicators and operational metrics to internal stakeholders and customers, providing valuable insights and recommendations for further improvement and optimization of business operations.

You're the right fit if:

Education

• MBA in Supply Chain Management, Operations, or Business from a Tier‑1 or Tier‑2 management institutes.

Experience

• Minimum 7 years of experience in Supply Chain or Logistics, with strong exposure to B2B E‑commerce or Account Management.

Industry Experience :

• Prior experience in E‑commerce, FMCG, FMCD, or Quick Commerce is essential, with a strong understanding of fast‑moving supply chains, high‑volume order fulfillment, and digitally integrated customer operations.

Technical Expertise:

• Power BI: Advanced proficiency in data modeling, dashboard creation, and visualization.
• Excel: Expert-level skills, including Power Query, complex formulas, and data cleansing.
• ERP Systems: Hands-on experience with SAP or Oracle (preferred).
• Planning Tools: Familiarity with platforms such as Blue Yonder, JDA, or O9.

Negotiation:

• Proven ability to manage customer contracts and lead high‑value financial claims to resolution.

Communication:

• Strong capability to navigate cross-functional dynamics and communicate supply constraints effectively to high-priority customers.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office based role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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Experience Level

Senior Level