Director of Supply Chain – Customer Experience

Responsibilities

• Oversees the full order-to-fulfillment process: order entry, allocation, picking/packing, shipping, and delivery performance.
• Partners with sales to align demand forecasting with inventory and supply planning, particularly on high demand product lines.
• Manages procurement and replenishment strategies in coordination with global/manufacturing partners.
• Optimizes inventory levels, turns, and service levels while minimizing obsolescence and backorders.
• Establishes and monitors KPIs such as fill rate, OTIF (on-time, in-full), order cycle time, and backlog.
• Oversees customer service function, ensuring timely, accurate, and professional handling of inquiries, orders, complaints, and returns.
• Designs and implements service standards that enhance customer satisfaction and retention.
• Develops proactive communication strategies for order status, delays, and issue resolution.
• Identifies and implements process improvements across the supply chain using Lean/Six Sigma or similar methodologies.
• Drives standardization, documentation, and internal controls across order management and fulfillment workflows.
• Oversees warehouse and distribution operations, including performance management and cost control.
• Manages carrier relationships and freight strategies to balance cost, speed, and reliability.
• Ensures compliance with all applicable medical device handling, storage, and distribution requirements.
• Serves as the primary operational interface between sales, finance, quality/regulatory, and global supply chain teams.
• Supports finance with forecasting, working capital management, and budgeting for supply chain operations.
• Collaborates with quality/regulatory on complaint handling, traceability, and audit readiness.
• Leads, mentors, and develops teams across customer service, order management, and supply chain functions.
• Establishes performance metrics and accountability frameworks for team members.

• Bachelor’s degree in supply chain management, business, operations, or related field; MBA or advanced degree preferred.
• 7‑10+ years of progressive experience in supply chain, operations, or logistics leadership.
• Experience in medical device, healthcare distribution, or regulated industry is strongly preferred.
• Experience with Lean/Six Sigma or similar methodologies a plus.
• Excellent verbal and written communications skills required as well as quality interpersonal skills.
• Strong analytical and financial acumen; ability to manage KPIs and operational metrics.
• Proven leadership experience with a track record of developing high‑performing teams.
• Demonstrated computer skills and accounting systems proficiency required; preference for those that possess Microsoft Office and relevant CRM/ERP systems expertise; JD Edwards experience a strong plus.
• Relevant experience dealing with trade compliance, customs regulations, and warehouse management systems essential.