Purchasing and Customer Service Manager

Job Title: Purchasing and Customer Service Manager Department: Purchasing

Reports To: Director of Operations FLSA Status: Exempt

Dia Medical USA is a fast-growing medical equipment distributor looking to add a Purchasing and Customer Service Manager to our team in Farmington Hills, MI. At Dia Medical USA, our mission is to improve quality healthcare by acting as a turnkey solution for healthcare facilities and educational institutions, allowing clinicians and instructors to prioritize patient care. As one of the largest healthcare and education equipment providers in the country, we achieve our mission by simplifying the purchasing process and operating as a single source supplier of over 1,500 healthcare and instructional manufacturers.

The Purchasing and Customer Service Manager is responsible for overseeing the Purchasing, Customer Service, and White Glove Delivery teams and driving continuous improvement efforts in service levels. This role will create and manage purchasing strategies that utilize appropriate vendors for sourcing goods and services while maximizing company product margins and balancing customer satisfaction. This role will also lead and support the Customer Service team to ensure exceptional service to our customers.

This position requires initiative and the ability to make decisions and take responsibility for them. There is a strong need for high quality, organized and repeatable results. The responsibilities encompass a wide variety of activities requiring shifts in priorities and require a confident, determined leadership style that encourages results-driven, task-oriented collaboration.

• Develops and executes purchasing strategies ensuring pricing, terms, delivery, and compliance are met.
• Supports in house installation projects to ensure proper scheduling and timely deliveries are completed with outstanding customer service.
• Manages vendor relationships, conducts business reviews, and holds vendors accountable for mutual business goals.
• Evaluates product offerings and promotions based on vendor input, trends and margin analysis.
• Ensures accurate vendor selection and communicates pricing updates across teams.
• Collaborates with Warehouse Manager to ensure product availability, short supply situations and allocation processes are executed properly.
• Researches product substitutions for functional comparability, quality, cost and availability.
• Identifies and corrects issues related to orders including pricing (COGS), due dates, delivery, and quality by alerting vendors of problems or discrepancies.
• Provides reports on sales forecasting for estimated ship dates, vendor performance, and ad hoc requests.
• Partners with Marketing to ensure complete and accurate product information.

• Analyzes customer feedback and data to assess and improve customer service performance.
• Develops and implements standards, guidelines, and metrics to monitor performance and to identify areas of improvement and coaching strategies.
• Resolves escalated customer issues and recommends cross-functional improvements.
• Ensures Customer Service has up-to-date information to support customers effectively.
• Oversees the White Glove Delivery process to ensure timely and successful installations.

• Oversees Purchasing Agents, Customer Service Representatives, and White Glove Service Coordinator.
• Responsible for team’s schedules, time management, performance management and career development.

• Bachelor’s degree in Business, Supply Chain Management, Economics or a related field and 4 years of related, progressive experience, or equivalent of 8 years combination of 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 system and ERP/CRM software.
• Knowledge of principles and processes for providing excellent customer service including customer needs assessment, quality standards, and evaluation of customer satisfaction.
• Proficient in Microsoft Office products.
• Advanced proficiency in Microsoft Excel with the ability to analyze and report on large amounts of data using pivot tables and VLOOKUP’s.
• Strong analytical skills and ability to analyze problems or opportunities and develop solutions.
• Quality driven individual with attention to detail and organizational skills.
• Excellent written and verbal communication and presentation skills.

• Competitive wages.
• Medical, dental, and vision insurance coverage options.
• 401(k) retirement plan with company matching contributions.
• Paid time off, personal time, paid holidays, and hybrid onsite/remote work schedule.
• Company-paid life insurance.
• Voluntary life, disability, accident, and critical illness insurance options.
• On-site fitness center.
• Casual dress code.
• The opportunity to make a…