Director, Customer Experience & Logistics

Job Description

Job Description

Director, Customer Experience & 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 Experience & 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

• Develop and lead the Distribution Requirements Planning process to ensure inventory is positioned effectively across the network to meet customer demand.

• Create and manage plans for inventory placement, replenishment, and order fulfillment.

• Optimize distribution center operations in alignment with sales forecasts, planning priorities, and customer expectations.

• Improve inventory availability, reduce stockouts, and balance service levels with cost-to-serve considerations.

• Implement scalable and sustainable warehousing and fulfillment practices.

Network Design and Execution

• Partner with company leadership to develop and evolve the distribution network strategy, including facility locations, capacity planning, and product flow.

• Support the execution of network changes, including distribution center launches or transitions, transportation model changes, and footprint expansion.

• Use data and cross-functional input to guide decisions that balance cost, service, and scalability.

• Develop roadmaps and business cases for future distribution and fulfillment capabilities aligned with company growth.

What You'll Bring

• Bachelor's degree in supply chain, operations, business, or a related field; an MBA or advanced degree is preferred.

• At least 10 years of progressive leadership experience in supply chain operations, including logistics, distribution, and customer service.

• Experience managing and developing direct reports in customer service/logistics.

• Deep knowledge of Distribution Requirements Planning, logistics management, and distribution network design.

• Demonstrated success implementing process automation, scalable systems, and operational controls in a high-growth environment.

• Experience managing 3PLs, transportation providers, and other third-party service partners.

• Strong business judgment and a continuous improvement mindset.

• Excellent leadership, collaboration, communication, and change management skills.

Preferred Experience

• Experience in a high-growth retail, consumer goods, e-commerce, or B2B distribution environment.

• Experience managing EDI integrations and logistics systems, including TMS, WMS, and ERP platforms.

• Experience launching, transitioning, or expanding distribution centers and networks.

• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies.

Compensation

Compensation will be determined based on factors such as the selected candidate’s skills, qualifications, experience, training, education, and other relevant business considerations.