Director of Supply Chain – Customer Experience

Erbe USA Incorporated

Director overseeing supply chain and customer experience in a medical device distribution environment. Leading operations, optimizing processes, and enhancing customer satisfaction and retention.

Posted 5/23/2026full-timeMarietta • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s degree in supply chain management, business, operations, or related field; MBA or advanced degree preferred.
7-10+ years of progressive experience in supply chain, operations, or logistics leadership.
Experience in medical device, healthcare distribution, or regulated industry is strongly preferred.
Experience with Lean/Six Sigma or similar methodologies a plus.
Excellent verbal and written communications skills required as well as quality interpersonal skills.
Strong analytical and financial acumen; ability to manage KPIs and operational metrics.
Proven leadership experience with a track record of developing high-performing teams.
Demonstrated computer skills and accounting systems proficiency required; preference for those that possess Microsoft Office and relevant CRM/ERP systems expertise; JD Edwards experience a strong plus.
Relevant experience dealing with trade compliance, customs regulations, and warehouse management systems essential.

Benefits

Comp & perks

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

supply chain managementlogistics leadershipprocurement strategiesinventory optimizationKPI managementLean methodologySix Sigmafinancial acumenorder managementwarehouse management

Soft Skills

communication skillsinterpersonal skillsleadershipteam developmentanalytical skillsproblem-solvingcustomer serviceprocess improvementmentoringcollaboration

Certifications

Bachelor’s degree in supply chain managementMBA or advanced degreeLean/Six Sigma certification