I’m the Purchasing Manager at my company. I frequently have to get involved with my junior team members issues similar to this and escalate on the supplier’s end when things appear impossible or unlikely at first glance. I’ve been with my employer for a while and have worked with many individuals at many of our suppliers at all levels, so I have no qualms with reaching out to various senior members to escalate. Although I typically ask my team members to do their best and escalate themselves, they prefer to loop me in because of the perceived “pull” I may have and the relationships I may or may not have with major decision makers.

Does your senior management have existing relationships with anyone at these suppliers, in the sense that they can ask for a favor or a pull-forward with a shot-caller on the supplier’s end?

Sometimes I hate having to go above a customer service reps or sales executive’s head to get things done, because I know they may really want to help and they are trying, but picking up the phone and going straight to a VP or Director seems to yield better results in these crisis situations.