Supply Chain Management Lead

Job SummaryThe Customer Service & Logistics Operations Supervisor is responsible for ensuring day‑to‑day operational execution runs smoothly across customer service, order management, warehousing, and transportation. This role acts as the tactical bridge between teams, proactively identifying risks, removing obstacles, and coordinating cross‑functional actions to prevent firefighting. The supervisor monitors service levels, order flow, and logistics performance in real time, ensuring operational alignment and timely resolution of issues before they escalate. The goal of this role is to maintain operational stability, reinforce process discipline, and drive continuous collaboration between internal stakeholders.Job Details/ResponsibilitiesMonitor daily operational flows, service levels, order status, inventory exceptions, warehouse activity, and transportation performance to identify bottlenecks, anticipate risks, coordinate preventive actions, and provide timely visibility to stakeholders.Coordinate cross-functional execution among Customer Service, Warehouse, Transportation, Planning, Sales, Finance, vendors, and related stakeholders to align priorities, resolve operational gaps, escalate issues appropriately, and follow up through closure.Support customer service and order management activities by validating order accuracy, prioritizing orders based on constraints and business rules, coordinating special handling requirements, supporting invoice and credit note processing, tracking backorders, and resolving service discrepancies before they impact customers.Coordinate logistics execution with transportation providers, warehouse teams, logistics operators, and internal stakeholders to support on-time dispatch, delivery performance, shipment traceability, proof-of-delivery recovery, carrier compliance, and resolution of delivery exceptions.Document recurring operational issues, support root cause analysis for service failures, recommend process improvements, reinforce adherence to SOPs and quality requirements, and maintain KPI tracking routines to improve communication flow, order cycle performance, and operational discipline. Supervise assigned customer service and logistics analysts by assigning work, monitoring performance against daily priorities, coaching associates, supporting training needs, and ensuring accurate, timely completion of operational activities.Maintain compliant logistics and customer service documentation, including order, shipment, inventory, carrier, customs, and customer records, in accordance with applicable company procedures, quality system requirements, trade requirements, and equal employment opportunity practices.Incumbent must follow all established Environmental Health & Safety and Quality System policies, programs, rules and practices, including but not limited to product and patient safety, the health and safety of all associates as well as the environment and community at large.
Section Title: Job Responsibilities (continued)
Knowledge, Skills and Abilities (KSA)Knowledge• Knowledge of ERP systems, preferably SAP, to support order, inventory, logistics, and customer service transactions.• Knowledge of products managed by lot and expiration date, including traceability considerations that support customer requirements and regulated distribution practices.• Knowledge of vendor, freight, logistics, and 3PL management practices for strategic and non-strategic purchasing support.• Knowledge of customs clearance requirements and local and international trade regulations applicable to import, shipment, and distribution activities.• Knowledge of process improvement methodologies and standard work practices used to support service reliability, order cycle performance, and operational discipline.Skills• Skill in coordinating multiple requests from internal and external customers while balancing sales commitments, order priorities, inventory availability, and logistics constraints.• Skill in communicating and negotiating with customers, vendors, freight providers, and internal stakeholders to resolve operational issues and support customer satisfaction.• Skill in using advanced Excel for data analysis, operational tracking, KPI visibility, backorder follow-up, and service performance reporting.• Skill in leading assigned associates, monitoring daily work priorities, coaching performance, and reinforcing consistent execution of customer service and logistics activities.Abilities• Ability to work under pressure, respond to time-sensitive customer and sales needs, and remain oriented to achievement of results.• Ability to communicate effectively, drive engagement, develop team members, support process optimization, demonstrate customer focus, build trust, value differences, and contribute to continuous improvement within the scope of a supervisor role.
Qualifications/ Background Experiences• University degree or academic background in Administration, Industrial Engineering, or a related field that supports customer service, logistics, distribution, and supply chain operations.• Intermediate English proficiency required for business conversations, operational follow-up, customer support, vendor communication, and cross-functional coordination.• Minimum of 10 years of relevant experience in supply chain, logistics, distribution, customer service operations, or related sales-supporting operational functions.• Prior experience working with ERP systems, preferably SAP, and operational data tools such as Excel to support order management, inventory visibility, logistics follow-up, and service performance tracking.• Experience coordinating with customers, sales teams, vendors, freight providers, logistics operators, and internal supply chain partners to support order fulfillment and customer service execution.• At least 3 years of experience leading or supervising a team in a customer service, logistics, distribution, or supply chain environment.