The Manager, International Distribution & Customer Service is responsible for leading and optimizing global customer service operations and international distribution activities to ensure exceptional service, operational efficiency, and customer satisfaction. This role exercises independent judgment and decision-making authority regarding order management, fulfillment priorities, customer service escalations, inventory allocation, international shipping execution, and operational governance that directly impact customer satisfaction, revenue realization, and business continuity.
How You'll Create Impact
- Serve as the primary operational owner for assigned international markets, exercising discretion in resolving complex order, fulfillment, and delivery challenges.
- Act as a strategic point of contact for customers, international distributors, and internal stakeholders regarding order prioritization, fulfillment strategy, and service performance.
- Evaluate order requirements and determine appropriate execution pathways within ERP and supply chain systems to ensure alignment with business priorities and inventory strategy.
- Make independent decisions regarding order escalation, prioritization, allocation constraints, and exception management, including determinations that directly impact revenue realization, inventory strategy, and customer retention.
- Lead cross-functional coordination with warehouse, logistics, finance, regulatory, and commercial teams to proactively mitigate service risks and ensure continuity of supply.
- Analyze shipment delays, fulfillment gaps, revenue risks, and service trends; determine root cause and implement corrective actions.
- Develop, monitor, and interpret service KPIs and operational metrics; present performance insights and recommendations to management.
- Identify systemic process gaps and lead continuous improvement initiatives to enhance order accuracy, efficiency, and global service consistency.
- Influence operational policies and recommend structural enhancements that impact global service governance, scalability, and enterprise-level operational performance.
- Support after-hours or time-sensitive escalations impacting international markets to maintain service continuity.
- Lead employees to meet the departmental and organizational expectations for productivity, quality, continuous improvement and goal accomplishment.
- Coach, mentor and develop staff, including recruitment and onboarding, performance management and career development.
- Train personnel in ERP system or other processes as needed.
- Knowledge of international customs documentation.
- Ability to work with FedEx to clear international customs issues to ensure on time delivery.
- Perform other duties as assigned
Your Background
- Bachelor's degree in Business, Operations Management, or related field, or equivalent experience
- 5+ years of progressive experience in customer service, operations, supply chain, distribution, logistics, or global order management.
- 4+ years of leadership experience managing employees and/or supervisors.
- Strong knowledge of international distribution, customs documentation, shipping processes, and global order management.
- Demonstrated ability to exercise independent judgment and make decisions impacting operational governance, customer satisfaction, and revenue flow.
- Experience in a regulated environment, preferably medical device or healthcare.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Excellent written and verbal communication skills.
- Proficiency in ERP systems (SAP preferred) and Microsoft Office applications.
- Demonstrated ability to influence and collaborate across multiple functions, regions, and levels of the organization.
- Must be fluent in both English and Spanish (written and verbal)
Compensation Data
Salary Range: $90,000 - $120,000 USD annually, depending on experience and qualifications
Physical Requirements
Travel Expectations
