Manager, Customer Service and Logistics

Manager, Customer Service & Logistics

YOUR CONTRIBUTION

Customer Service & Logistics Operations

• Manage all customer service and logistics functions for Pharmaceutical and Technical Tubing across the United States and Canada.
• Serve as the primary point of accountability for the US Tubing warehouse, overseeing daily operations, safety, and compliance.
• Coordinate transactions with other SCHOTT Tubing plants regarding deliveries, product specifications, and customer complaint resolution.
• Continuously evaluate operational performance against established KPIs and targets, driving corrective actions where needed.

Supply Chain & Inventory Management

• Develop, optimize, and implement supply chain and logistics concepts to improve cost efficiency and service levels.
• Set inventory guidelines for Tubing, Drainline, and Gage Glass product lines, maintaining stock levels that balance cost and customer fulfillment requirements.
• Manage purchasing and inventory of Drainline coupling and hardware components to ensure uninterrupted supply.

People Management & Leadership

• Lead, mentor, and develop a customer service and logistics team, fostering a culture of accountability, collaboration, and continuous improvement.
• Set clear performance goals, conduct regular reviews, and provide ongoing coaching and feedback to team members.
• Manage workload distribution, resolve team conflicts, and support professional development and succession planning.

Business Development & Process Improvement

• Identify and implement opportunities to improve customer service processes based on customer survey results, complaint trends, and market feedback.
• Develop and execute plans to enhance service quality, reduce lead times, and strengthen customer relationships.
• Review operations on an ongoing basis and enforce necessary organizational changes to keep pace with evolving business needs.

Reporting, Planning & Systems

• Assume full responsibility for logistics reporting, operational planning, and the budgeting process.
• Serve as SAP Key User, overseeing all relevant reporting functions in BI and maintaining CRM data integrity.

YOUR QUALIFICATIONS

• Minimum 5 years' experience in Customer Service, Logistics or Sales Operations.
• Results-driven leader with strong commercial and customer-service orientation.
• Excellent analytical, organizational, and problem-solving capabilities.
• Clear and confident communicator able to interface with customers, sales teams, and international partners.
• Advanced computer literacy; strong SAP experience required; CRM and BI tools preferred.
• Flexible, hands-on mindset suited to a fast-paced sales-office environment.
• High emotional intelligence with the ability to motivate and align cross-functional teams.