Director, Customer Service & Logistics

Director, Customer Service & Logistics

Location: Miami, FL or Remote

Reports to: SVP of Operations

About the Role

Our client, a fast-growing consumer products company, is seeking a strategic and execution-focused Director, Customer Service & Logistics to lead its Customer Service, Customer Logistics, and Distribution Planning and Execution functions.

This leader will develop scalable, sustainable processes that support continued growth, improve the customer experience, and strengthen the company's physical supply chain. The ideal candidate brings deep experience in customer-facing logistics, distribution requirements planning, network optimization, process automation, and third-party provider management.

What

You'll Do

Customer Service and Order Management

Lead the customer service function, ensuring fast, accurate, and customer-focused support throughout the order lifecycle.

Develop standardized, scalable processes that improve case resolution, order accuracy, and customer satisfaction.

Drive process automation initiatives that increase efficiency and reduce manual work.

Partner with third-party service providers to ensure systems and support tools meet evolving business and customer needs.

Build in controls and audits to support accurate order fulfillment, returns processing, and invoicing.

Partner with Finance to ensure efficiency and accuracy of the order-to-cash cycle.

Maintain all customers and on-board new customers, as required with: EDI Set-up, Item Conversion Tables, Routing Guides, and Customer Portal Compliance.

Customer Logistics

Own and optimize outbound and reverse logistics, including order routing, carrier management, delivery tracking, and returns.

Negotiate and manage contracts with parcel, LTL, FTL, 3PL, and other logistics providers, ensuring cost control, performance, and service-level compliance.

Develop and execute a logistics strategy that balances speed, cost, and customer experience.

Lead the automation of key logistics workflows, including the ongoing EDI project and ERP implementation initiatives.

Establish and monitor OTIF (On Time In Full) metrics and work cross-functionally to resolve exceptions, including holistic internal service metrics and service as measured by customers for key accounts.

Lead continuous improvement efforts that strengthen logistics efficiency and sustainability.

Distribution Planning and Execution...