Purchasing & Customer Service Manager

Job Details

Job Title: Purchasing and Customer Service Manager

Department: Purchasing

Reports To: Director of Operations

Location: Farmington Hills, MI 48334

FLSA Status: Exempt

Dia Medical USA is a fast‑growing medical equipment distributor located in Farmington Hills, MI. We are committed to improving quality healthcare by serving as a turnkey solution for healthcare facilities and educational institutions, simplifying the purchasing process, and operating as a single‑source supplier for over 1,500 manufacturers.

The Purchasing and Customer Service Manager oversees the Purchasing, Customer Service, and White Glove Delivery teams, driving continuous improvement in service levels. This role develops and manages purchasing strategies that leverage appropriate vendors to maximize product margins while maintaining customer satisfaction, and leads the Customer Service team to ensure exceptional service.

• Develop and execute purchasing strategies ensuring pricing, terms, delivery, and compliance are met.
• Support in‑house installation projects to ensure proper scheduling and timely deliveries.
• Manage vendor relationships, conduct business reviews, and hold vendors accountable for mutual goals.
• Evaluate product offerings and promotions based on vendor input, trends, and margin analysis.
• Ensure accurate vendor selection and communicate pricing updates across teams.
• Collaborate with the Warehouse Manager to ensure product availability, address short‑supply situations, and execute allocation processes.
• Research product substitutions for functional comparability, quality, cost, and availability.
• Identify and correct issues related to orders, including pricing, due dates, delivery, and quality, and alert vendors of problems or discrepancies.
• Provide reports on sales forecasting, vendor performance, and ad‑hoc requests.
• Partner with Marketing to ensure complete and accurate product information.

• Analyze customer feedback and data to assess and improve service performance.
• Develop and implement standards, guidelines, and metrics to monitor performance and identify improvement areas.
• Resolve escalated customer issues and recommend cross‑functional improvements.
• Ensure Customer Service has up‑to‑date information to support customers effectively.
• Oversee the White Glove Delivery process to ensure timely and successful installations.

• Oversee Purchasing Agents, Customer Service Representatives, and White Glove Service Coordinators.
• Manage team schedules, time management, performance management, and career development.

Bachelor’s degree in Business, Supply Chain Management, Economics, or a related field and four years of related, progressive experience, or an equivalent of eight years combining education and experience.

• Experience with vendor management, inventory/supply chain, and portfolio management.
• Proven collaboration and contract negotiation skills with vendors at all levels.
• Knowledge of inventory management systems and ERP/CRM software.
• Knowledge of principles and processes for providing excellent customer service, including customer needs assessment, quality standards, and customer satisfaction evaluation.
• Proficiency in Microsoft Office products, with advanced skills in Excel (pivot tables, VLOOKUP).
• Strong analytical skills and ability to develop solutions to problems or opportunities.
• Quality‑driven with attention to detail and organizational skills.
• Excellent written, verbal, and presentation skills.

• Competitive wages.
• Medical, dental, and vision insurance coverage options.
• 401(k) retirement plan with company matching contributions.
• Paid time…