Director of Customer Service, Export & Logistics

The Director of Customer Service, Export & Logistics leads end-to-end customer order fulfillment and global logistics operations across LGI business units. This role is responsible for delivering reliable, cost-effective, and scalable service while building high-performing teams and driving continuous improvement. The leader also partners with Sales, Operations, Quality, Finance, IT, and Regulatory to align supply chain execution with business strategy and enhance the customer experience in domestic and international markets.

1. Strategic Leadership & Functional Ownership

• Lead Customer Service, Export, and Logistics across supported business units.
• Align functional strategies with business priorities to support growth, service reliability, and scale.
• Partner in cross-functional planning, including supply and demand planning, production scheduling, and inventory management.
• Support enterprise initiatives that improve end-to-end supply chain performance.

2. Customer Experience & Service Delivery

• Champion a customer-focused service model built on responsiveness, accuracy, and proactive communication.
• Ensure consistent order fulfillment from order entry through delivery.
• Serve as the escalation point for complex customer and service issues and ensure timely resolution.
• Track and improve customer satisfaction and service reliability.

3. Logistics & Export Operations

• Oversee domestic and international logistics, including transportation, warehousing coordination, and export processes.
• Ensure compliance with applicable domestic and international trade requirements.
• Partner with carriers, freight forwarders, and 3PLs to maintain reliable service and competitive costs.
• Optimize routing, mode selection, and logistics networks to improve performance and cost efficiency.

4. Financial & Performance Management

• Manage departmental budgets and drive cost control and optimization.
• Establish, track, and report key performance indicators, including:
  • On-time, in-full (OTIF) delivery
  • Order cycle time
  • Freight cost as a percent of sales
  • Inventory visibility and accuracy
  • Customer issue resolution timelines
• Use data and reporting tools to support decisions and continuous improvement.

5. Team Leadership & Development

• Build, lead, and develop high-performing Customer Service, Export, and Logistics teams.
• Set clear expectations, accountability, and development plans.
• Coach leaders to strengthen bench strength and succession readiness.
• Foster a culture of trust, collaboration, and innovation.

6. Continuous Improvement & Technology Enablement

• Lead process improvements that increase efficiency, reduce cost, and enhance service.
• Use ERP and supply chain systems to improve visibility, data quality, and operational control.
• Identify and implement opportunities for automation, standardization, and digital enablement.
• Assess risks proactively and develop contingency plans to maintain operations.

• Leads Customer Service, Export, and Logistics for multiple LGI business units.
• Responsible for end-to-end order fulfillment performance and global logistics execution.
• Oversees external logistics partners, including carriers, freight forwarders, and 3PLs.
• Influences performance across Sales, Operations, and Supply Chain.

Education

• Bachelor’s degree in Supply Chain, Business, Logistics, or a related field preferred.
• Equivalent combinations of education and experience will be considered.

Experience

• 8+ years of experience in customer service, supply chain, logistics, or a related field.
• 3+ years of people leadership experience.
• Experience with international logistics and export processes strongly preferred.

Key Capabilities

• Strategic Leadership: Aligns functional execution with business strategy.
• Operational Excellence: Understands end-to-end supply chain processes.
• Financial Acumen: Manages budgets and drives cost optimization.
• Data & Systems Orientation: Uses ERP systems and analytics tools effectively.
• Customer Focus: Demonstrates a strong commitment to service quality and customer experience.
• Change Leadership: Leads process improvement and transformation initiatives.
• Relationship Management: Builds strong partnerships across functions and with external partners.

Cognitive & Decision-Making Requirements

This role requires the ability to analyze complex information, balance competing priorities, and make timely decisions in a fast-paced environment.

The role includes:

• Evaluating operational, customer, and market data to guide decisions
• Managing competing priorities across customer service and logistics
• Responding to time-sensitive, high-impact issues with sound judgment
• Leading teams through change and operational challenges

Working Conditions

This role requires regular business travel, including travel in varying weather conditions. Work occurs in multiple environments, including offices, production facilities, and research laboratories.