Nature's Bakery
Director of Logistics & Customer Operations
Nature's Bakery, Salt Lake City, Utah, United States, 84193
Director of Logistics & Customer Operations
The Director, Logistics and Customer Operations is responsible for leading and optimizing the logistics and end‑to‑end customer operations. This role ensures seamless order fulfillment, delivery, and post‑sale support, driving customer satisfaction and operational efficiency. The Director collaborates cross‑functionally with sales, supply chain, IT, and finance teams to deliver best‑in‑class service and logistics solutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES Logistics Management
Direct logistics operations including warehousing, transportation, and distribution.
Optimize logistics networks to ensure timely and cost‑effective delivery of products.
Manage relationships with third‑party logistics providers and carriers.
Ensure compliance with all regulatory requirements related to transportation and warehousing.
Implement best practices in inventory management, shipping, and receiving.
Customer Operations
Oversee all aspects of customer service, order management, and fulfillment processes.
Develop and implement strategies to enhance customer experience and satisfaction.
Manage Customer Specialist team and ensure high performance and engagement.
Establish and monitor key performance indicators (KPIs) for customer operations.
Resolve escalated customer issues and complaints promptly and effectively.
Process Improvement & Strategy
Lead continuous improvement initiatives to streamline operations and reduce costs.
Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.
Develop and execute logistics and customer operations strategies aligned with business goals.
Drive digital transformation and automation projects within customer operations and logistics.
Build, coach, and develop a high‑performing operations and logistics team.
Collaborate with sales, supply chain, IT, and finance to support business objectives.
Communicate effectively with senior leadership, providing regular updates on performance and initiatives.
Financial & Budget Management
Develop and manage budgets for customer operations and logistics departments.
Monitor expenses and implement cost‑control measures.
Negotiate contracts with logistics providers and vendors.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree in Business, Supply Chain Management, Logistics, or related field (Master’s preferred).
8+ years of experience in customer operations, logistics, or supply chain management, with at least 3 years in a leadership role.
Strong understanding of logistics, transportation, warehousing, and customer service best practices.
Proven track record of driving operational improvements and customer satisfaction.
Excellent leadership, communication, and interpersonal skills.
Proficiency in ERP systems, logistics software, and data analysis tools.
Up to 20% travel is required.
KEY COMPETENCIES
Strategic Thinking
Problem Solving
Customer Focus
Operational Excellence
Change Management
METRICS/KPIs
Order fulfillment accuracy and timeliness
Customer satisfaction scores (NPS, CSAT)
Inventory turnover and accuracy
Seniority level Director
Employment type Full‑time
Job function Supply Chain and Manufacturing
Benefits
Medical insurance
Vision insurance
401(k)
Paid maternity leave
Paid paternity leave
Disability insurance
#J-18808-Ljbffr
ESSENTIAL DUTIES AND RESPONSIBILITIES Logistics Management
Direct logistics operations including warehousing, transportation, and distribution.
Optimize logistics networks to ensure timely and cost‑effective delivery of products.
Manage relationships with third‑party logistics providers and carriers.
Ensure compliance with all regulatory requirements related to transportation and warehousing.
Implement best practices in inventory management, shipping, and receiving.
Customer Operations
Oversee all aspects of customer service, order management, and fulfillment processes.
Develop and implement strategies to enhance customer experience and satisfaction.
Manage Customer Specialist team and ensure high performance and engagement.
Establish and monitor key performance indicators (KPIs) for customer operations.
Resolve escalated customer issues and complaints promptly and effectively.
Process Improvement & Strategy
Lead continuous improvement initiatives to streamline operations and reduce costs.
Analyze operational data to identify trends, inefficiencies, and opportunities for improvement.
Develop and execute logistics and customer operations strategies aligned with business goals.
Drive digital transformation and automation projects within customer operations and logistics.
Build, coach, and develop a high‑performing operations and logistics team.
Collaborate with sales, supply chain, IT, and finance to support business objectives.
Communicate effectively with senior leadership, providing regular updates on performance and initiatives.
Financial & Budget Management
Develop and manage budgets for customer operations and logistics departments.
Monitor expenses and implement cost‑control measures.
Negotiate contracts with logistics providers and vendors.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree in Business, Supply Chain Management, Logistics, or related field (Master’s preferred).
8+ years of experience in customer operations, logistics, or supply chain management, with at least 3 years in a leadership role.
Strong understanding of logistics, transportation, warehousing, and customer service best practices.
Proven track record of driving operational improvements and customer satisfaction.
Excellent leadership, communication, and interpersonal skills.
Proficiency in ERP systems, logistics software, and data analysis tools.
Up to 20% travel is required.
KEY COMPETENCIES
Strategic Thinking
Problem Solving
Customer Focus
Operational Excellence
Change Management
METRICS/KPIs
Order fulfillment accuracy and timeliness
Customer satisfaction scores (NPS, CSAT)
Inventory turnover and accuracy
Seniority level Director
Employment type Full‑time
Job function Supply Chain and Manufacturing
Benefits
Medical insurance
Vision insurance
401(k)
Paid maternity leave
Paid paternity leave
Disability insurance
#J-18808-Ljbffr