Director, Customer Supply Chain - Retail

Director, Customer Supply Chain - Retail

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This role will be responsible for managing and leading a team of customer and operational support professionals, ensuring delivery of on-time and in-full delivery expectations, collaborating cross-functionally to drive continual operational efficiencies and process improvements, while providing exceptional customer service. This Director owns the customer support framework and setting and maintaining standards for customer support and engagement, as well as collaborating with cross-functional teams to ensure the successful adoption of vendor compliance expectations for each key account.

This includes managing and directing daily operations of the assigned Customer Service and Operations liaison team and the overall success of the assigned group. This director will also be responsible for translating strategic vision into actionable tasks for the teams.

• Develop and grow a world‑class customer support model that enables and directly drives customer satisfaction, adoption and confidence in Medline as a supplier
• Provide continuous feedback, coaching, training, and development assistance to your team to foster ongoing growth while upholding their status as experts in Retail customer service
• Create a continuous improvement culture that advances the people, processes and technology to deliver higher performance and productivity
• Develop and implement support framework and process aligning with the company's overall goals and objectives and deliver a world class customer support experience while maintaining costs
• Review processes to maximize efficiencies in the daily operation of order volume from our key accounts. Work with Retail divisional and operations leadership to develop and improve policies and practices to improve and maintain OTIF expectations with key customers
• Respond to escalated calls from customers and sales reps; taking necessary steps to resolve problem situations. Refer complaints of service failures to designated departments for investigation
• Help to drive standardized tools, measures and customer supply chain work processes across all the customer team. Which includes identifying and implementing process improvements to increase efficiency through standardization, automation, delegation, and elimination of non‑value‑added work

• Typically, manages through multiple managers.
• Provides leadership and management to one or more major departments of an operating unit or to a department that has system‑wide accountability.
• Strategic, tactical and operational planning (12+ months) for the function or department; direct budgetary responsibility for one or more departments, functions or major projects/programs; interpret and execute policies for department projects
• Recommend and implement new policies or modifications to existing policies; hiring staff, recommending pay increases, performing performance reviews, training and development of staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.

• Education:
  
  Bachelor's Degree
• Work Experience:
  
  At least 7 years of customer service experience. At least 4 years of experience directly managing people including hiring, developing, motivating, and directing people as they work.

• Experience identifying operational issues, recommending, and implementing strategies to resolve problems.
• Experience influencing and motivating others to drive results in a multi‑location and matrixed environment.
• Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Advanced level knowledge of SAP.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital…