Erbe USA Incorporated

Customer Support

• Oversees the full order-to-fulfillment process: order entry, allocation, picking/packing, shipping, and delivery performance.
• Partners with sales to align demand forecasting with inventory and supply planning, particularly on high demand product lines.
• Manages procurement and replenishment strategies in coordination with global/manufacturing partners.
• Optimizes inventory levels, turns, and service levels while minimizing obsolescence and backorders.
• Establish and monitor KPIs such as fill rate, OTIF (on-time, in-full), order cycle time, and backlog.
• Oversees customer service function, ensuring timely, accurate, and professional handling of inquiries, orders, complaints, and returns.
• Designs and implements service standards that enhance customer satisfaction and retention.
• Develops proactive communication strategies for order status, delays, and issue resolution.
• Identifies and implements process improvements across the supply chain using Lean/Six Sigma or similar methodologies.
• Drives standardization, documentation, and internal controls across order management and fulfillment workflows.
• Oversees warehouse and distribution operations, including performance management and cost control.
• Manages carrier relationships and freight strategies to balance cost, speed, and reliability.
• Ensures compliance with all applicable medical device handling, storage, and distribution requirements.
• Serves as the primary operational interface between sales, finance, quality/regulatory, and global supply chain teams.
• Supports finance with forecasting, working capital management, and budgeting for supply chain operations.
• Collaborates with quality/regulatory on complaint handling, traceability, and audit readiness.
• Leads, mentors, and develops teams across customer service, order management, and supply chain functions.
• Establishes performance metrics and accountability frameworks for team members.

Director of Supply Chain – Customer Experience

IT Support

• Provides day-to-day support to end-users on enterprise applications
• Gathers and analyzes business requirements aligning with key stakeholders
• Translates business needs into functional specifications
• Collects data, observes workflows, and monitors system activity
• Implements and maintains system integrations
• Identifies opportunities for process improvement
• Collaborates with business units to streamline workflows
• Develops and delivers training programs
• Conducts thorough testing of systems solutions
• Collaborates with colleagues to resolve identified issues
• Creates and maintains comprehensive documentation
• Ensures adherence to IT standards and policies
• Assists with disaster recovery planning and implementation
• Provides first-level support for personal computers and networks

Director of Supply Chain – Customer Experience

IT Support Specialist