Supply Chain Logistics and Customer Service Manager

General Purpose:

Implement strategies for logistics for garnet business as defined by global supply chain for cost savings, delivery and quality improvements. Responsible for planning material requirements for garnet and aftermarket (AM) inventory items to include meeting all inventory targets for on time delivery and days of inventory on hand. This position will coordinate, schedule, and expedite the flow of work and materials to or between domestic and international locations to ensure stocking levels meet sales forecasts and customer demands. This person will also supervise and coordinate all activities in the customer service department for AM. This position will oversee and may even process quotations, sales orders, bookings and shipment releases.

Major Duties and Responsibilities:

• Work with global supply chain to meet objectives for developing and implementing Logistics programs to meet the needs of SHAPE business units.
• Primary Point of Contact for North American third party distribution facilities.
• Analyze logistics and make recommendations for the most cost-effective or efficient means of transporting products or supplies.

• Work with global supply chain on carrier management processes, such as selection, qualification, or performance evaluation.
• Establish and monitor specific supply chain-based performance Metrics and reports.
• Resolve problems and apply corrective actions concerning transportation, logistics systems, imports or exports, or customer issues.
• Ensure carrier compliance with company policies or procedures for product transit and delivery.

• Plan and/or implement improvements to internal or external logistics systems or processes.

• Analyze demand and adjust stock quantities as required to maintain optimum days on hand for all international sites.
• Execute optimized sales forecast and stocking levels at all international sites.
• Monitor slow moving material and balance stocking levels between international sites.
• Recognize and escalate issues to resolve both short and long term potential supply problems.
• Act as on-site advocate for international sites in efforts to resolve supply or quality issues; as well as acting liaison for logistics activities in support of site inventory.
• Monitor, analyze, and track demand changes.
• Analyze and update purchase orders and deliveries to meet customer demand to meet and the desired level of customer service.
• Proactively communicate customer demand priorities.
• Develop and coordinate plans to overcome exceptional demand shifts/patterns.
• Using CIP and other tools identify, recommend, and implement improvements in processes and procedures.
• Work with customs brokers, freight forwarders, customs authorities as needed to ensure proper declarations and movement of product.
• Prepare and monitors various sales reports for shipments, bookings, backlogs and related sales activities.
• Support the implementation and execution of forecasting activities
• Interact with suppliers to ensure correct product is delivered on-time and at quoted prices.
• Provide ongoing supervision of the staff, including goal setting for the Customer Service department and conduct individual performance evaluations for CSRs.

Knowledge, Skills and Abilities:

• Experience with custom, highly engineered components and assemblies desired.
• Experience with Freight Forwarders and Third Party Logistics operations.
• Experience with standard Import and Export requirements for globally sourced material.
• Strong oral and written communication skills.
• High level of analytical ability where problems are complex.
• Good interpersonal skills to work effectively with others.
• Ability to work independently on projects and function effectively in a team environment.
• PC proficient, working knowledge of MS Office applications, Microsoft Dynamics AX experience desired.
• Goal-oriented and a demonstrated ability to continually prioritize tasks with sensitivity to deadlines.
• Experience supporting remote locations, often including different languages, time-zones, and cultures.

Supervisory Responsibility:

Customer Service Representatives

Education/Experience and/or Training:

• Bachelor’s degree in related area, or equivalent experience and training
• Minimum of 3 years’ experience in logistics
• 3-5 years of successful experience leading a Customer Service organization.