Job Summary:
The Director of Customer Fulfillment & Logistics has ownership over the end-to-end execution and continuous improvement of the customer fulfillment and distribution network. This role upholds enterprise customer fulfillment performance, logistics cost-to-serve, network execution, strategic customer supply chain relationships, and the fulfillment capabilities required to support scalable growth. The Director serves as a key leader within the Supply Chain organization, partnering closely with Sales, Quality Assurance, Finance, Marketing, and Integrated Business Planning (IBP) to ensure products are delivered to customers safely, efficiently, and cost-effectively while meeting service commitments and business objectives. Success is measured through customer service performance, logistics cost-to-serve, operational productivity, risk mitigation, and the development of a high-performing fulfillment organization.
Key Responsibilities:
Customer Fulfillment & Service Excellence
• Lead the company's customer fulfillment strategy and execution to consistently achieve service commitments across customers, channels, and distribution partners.
• Own performance against OTIF, fill rate, retailer scorecards, and other customer service KPIs.
• Establish processes and accountability mechanisms that improve order execution, responsiveness, and customer satisfaction.
• Serve as the senior supply chain representative for strategic customer supply chain relationships and service reviews.
• Lead resolution of service failures, customer escalations, and fulfillment risks while implementing corrective actions to prevent recurrence.
• Develop capabilities and reporting that increase visibility to service performance and support proactive decision-making.
Logistics Network & Operational Performance
• Direct transportation, and third-party logistics operations across the distribution network.
• Develop and execute logistics strategies that support growth, improve service levels, and enhance operational efficiency.
• Lead strategic relationships with warehouse providers, transportation partners, and third-party logistics providers.
• Establish governance processes, performance expectations, and accountability measures for logistics partners.
• Evaluate network design, transportation models, distribution strategies, and operational capabilities to ensure scalability and long-term effectiveness.
• Lead efforts to improve operational reliability, reduce disruptions, and strengthen execution across the fulfillment network.
Financial Performance & Cost-to-Serve Leadership
• Own logistics and fulfillment financial performance, including budget development, forecasting, cost management, and productivity improvement initiatives.
• Establish and maintain visibility into logistics cost-to-serve across customers, channels, and distribution networks.
• Deliver annual savings and productivity objectives through transportation optimization, warehouse performance improvements, process enhancements, and strategic sourcing initiatives.
• Evaluate and quantify the financial impact of service disruptions, inventory imbalances, transportation challenges, customer compliance deductions, and operational inefficiencies.
• Identify opportunities to improve profitability while maintaining customer service commitments and operational performance.
• Support long-range planning and investment decisions through financial analysis and business case development.
Cross-Functional Supply Chain Leadership
• Partner with IBP, Supply Planning, Sales, and Finance to align execution with business plans.
• Provide leadership regarding fulfillment capacity, network capacity/constraints, and service risks including owning broker and consolidator relationships.
• Ensure inventory is effectively deployed across the distribution network to support customer service objectives.
• Establish and govern inventory control processes that ensure inventory accuracy, cycle count compliance, financial integrity, and audit readiness across the distribution network.
• Collaborate with Quality Assurance to maintain robust traceability, retain management, recall execution readiness, and product disposition processes that support regulatory compliance and business continuity.
• Support new customer launches, network expansions, and strategic growth initiatives.
Organizational Leadership & Capability Development
• Lead, coach, and develop a high-performing team focused on customer service, operational excellence, accountability, and continuous improvement.
• Establish organizational structure, talent strategies, and succession plans that support future business growth.
• Create clear performance expectations and develop leaders capable of managing increasing levels of responsibility.
• Foster a culture of collaboration, data-driven decision-making, and customer focus.
• Champion continuous improvement initiatives that enhance service, efficiency, and organizational effectiveness.
• Lead the evaluation and implementation of systems, tools, and technologies that improve fulfillment capabilities and operational visibility.
Supervisory Requirements
• 1 - Customer Logistics Manager with 4 direct reports
• 1 - Transportation Manager
• 1 - 3PL Manager with 4 direct reports
Qualifications
• Bachelor's degree in Supply Chain, Operations Management, Engineering, or Business; advanced degree (MBA or MS in Supply Chain) preferred.
• 10+ years in logistics within the CPG industry, including 5+ years leading multi-site 3PL warehouse and transportation operations.
• Proven leadership experience within logistics, fulfillment, distribution, transportation, warehousing, or broader supply chain environments of significant scale and complexity.
• Skilled in mid-tier ERP systems, WMS/TMS platforms; experienced with EDI (SPS/TrueCommerce) integrations and data visualization tools like Power BI. Strong working knowledge of Excel and.
• Certifications: Preferred certifications include APICS CSCP/CPIM, CLTD, or PMP.
• Strong financial acumen with experience managing budgets, productivity initiatives, and cost-reduction programs.
• Strategic thinker with strong financial acumen, effective negotiator, cross-functional collaborator, and a proven leader in driving change and continuous improvement.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must be able to lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment
Work is performed inside a temperature-controlled office building with an open floor plan. This job operates in a professional office environment with a business casual dress code. This role will routinely utilize standard office equipment such as computers, phones, photocopiers, filing cabinets, and other office machines. Must be able to work in a fast-paced environment.
Disclaimer
This job description indicates in general terms the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
