Supply Chain and Customer Service Director - North America

A pivotal role leading, directing, managing, and planning the department of Supply Chain and Customer Service teams within the US and Canada. Oversee all levels of supply chain (logistics, procurement, demand planning, forecasting, inventory control, warehouse) and customer service to insure alignment with strategic business goals. Provide leadership, development, and guidance to the Supply Chain and Customer Service team. Support the team’s professional growth and ensure the achievement of departmental goals.

Service Excellence

Optimize supply chain strategy to ensure customer satisfaction and minimize expenditures and lead times.

Collaborate with multiple departments and headquarters in the S&OP process to ensure precise demand forecasting, optimize inventory levels, and meet customer needs while minimizing costs and risks.

Negotiate the 3 PL (logistics partner) contract in coordination with the General Manager and HQ, evaluates the performance and follow up and audits all logistics providers.

Develop KPIs for the department and monitors performance to provide improvement objectives and streamline supplies, internally and externally, and implement necessary SOP’s.

Monitors standard of quality control of logistics providers carriers and controls the forecasted costs related to their services. 

Manage and optimize the importation strategy and drop ship model.

Evaluate opportunities and manage partnerships with CMOs.

Maintain and enhance relationships with key supply partners, negotiate pricing and contracts, and sustain strong personal connections.

Planning and Forecasting

Monitor and adjust inventory levels based on forecasts and market trends to balance cost and availability, identifying and mitigating supply-related risks.

Improve demand forecasting and supply chain planning.

Oversee and refine the procurement process to ensure cost-effective sourcing and foster new supply relationships.

Supervise logistics and warehousing operations to ensure efficient processes and timely delivery.

Create and manages the annual department budget.

Customer Service

Oversee and direct the customer service operations to ensure excellent quality to all stakeholders.

Oversee activities of the customer services team members, providing training,
development and guidance.

Design Operational Excellence KPI's.

Establish and monitor SOP's.

Education & Experience

Master’s degree in Supply Chain, Business Management, or related Business field.

APICS certification preferred.

10 years of experience in sales operation and supply chain with knowledge of demand and inventory management concepts, inventory replenishment and principle of international trade, customs related operations, warehousing and domestics distribution.

Competencies

Team Management- Leadership, coaching, and training skills

Strategic Planning and Thinking

Project Management

S&OP Processes

Logistics

Supply Chain Planning

Data Analysis

Inventory Management

Budget management

I.T. Proficiency

Expert skills in Excel

Knowledge of Microsoft Office

Knowledge of SAP or another ERP system

Business Intelligence: Power BI

Project Management: Asana

Compensation: 

Annual Salary Range: 120K-160K 

Annual Bonus: TBD

Paid Vacation, Sick, Holidays

Medical, Dental, Vision benefits

401K retirement

Employer Assistance Program

AD&D and Life Insurance