Director of Supply Chain & Customer Experience

Know Your Rights

Position Summary

The Director of Supply Chain & Customer Experience is responsible for leading and optimizing the end-to-end order lifecycle, ensuring seamless coordination across demand planning, procurement, inventory management, order fulfillment, logistics, and customer service. This role serves as the operational backbone of the organization, aligning supply chain execution with commercial objectives to deliver high-quality, reliable customer experience.

This position requires a hands-on leader with strong analytical capability, process discipline, and the ability to scale operations in a regulated medical device distribution environment.

Essential Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

End-to-End Supply Chain Ownership

• 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 (including German parent company).
• Optimizes inventory levels, turns, and service levels while minimizing obsolescence and backorders.
• Establish and monitor KPIs such as fill rate, OTIF (on-time, in-full), order cycle time, and backlog.

Customer Experience & Service Operations

• 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.

Operational Excellence & Process Improvement

• 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.
• Leverages ERP/CRM systems to improve visibility, reporting, and automation.
• Leads cross-functional initiatives to improve efficiency, reduce cost-to-serve, and scale operations.

Logistics & Distribution

• Oversees warehouse and distribution operations (internal or 3PL), 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.

Cross-Functional Leadership

• 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.

Team Leadership & Development

• Leads, mentors, and develops teams across customer service, order management, and supply chain functions.
• Establishes performance metrics and accountability frameworks for team members.
• Builds organizational capability to support growth and increased operational complexity.

Required Education and Experience

• 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.
• Demonstrated success managing end-to-end supply chain processes, including customer service integration.

Position Requirements

• Excellent verbal and written communications skills required as well as quality interpersonal skills.
• Must possess strong detail orientation and be able to facilitate relationships with customers and field sales force team.
• 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.