Lead and manage end-to-end customer service and logistics operations for the United States and Canada Tubing markets. Ensure optimal inventory levels across the US to achieve the highest standards of customer satisfaction while driving operational efficiency, continuous improvement, and team performance.
Customer Service & Logistics Operations
• Manage all customer service and logistics functions for Pharmaceutical and Technical Tubing across the United States and Canada.
• Serve as the primary point of accountability for the US Tubing warehouse, overseeing daily operations, safety, and compliance.
• Coordinate transactions with other SCHOTT Tubing plants regarding deliveries, product specifications, and customer complaint resolution.
• Continuously evaluate operational performance against established KPIs and targets, driving corrective actions where needed.
Supply Chain & Inventory Management
• Develop, optimize, and implement supply chain and logistics concepts to improve cost efficiency and service levels.
• Set inventory guidelines for Tubing, Drainline, and Gage Glass product lines, maintaining stock levels that balance cost and customer fulfillment requirements.
• Manage purchasing and inventory of Drainline coupling and hardware components to ensure uninterrupted supply.
People Management & Leadership
• Lead, mentor, and develop a customer service and logistics team, fostering a culture of accountability, collaboration, and continuous improvement.
• Set clear performance goals, conduct regular reviews, and provide ongoing coaching and feedback to team members.
• Manage workload distribution, resolve team conflicts, and support professional development and succession planning.
Business Development & Process Improvement
• Identify and implement opportunities to improve customer service processes based on customer survey results, complaint trends, and market feedback.
• Develop and execute plans to enhance service quality, reduce lead times, and strengthen customer relationships.
• Review operations on an ongoing basis and enforce necessary organizational changes to keep pace with evolving business needs.
Reporting, Planning & Systems
• Assume full responsibility for logistics reporting, operational planning, and the budgeting process.
• Serve as SAP Key User, overseeing all relevant reporting functions in BI and maintaining CRM data integrity.
• Minimum 5 years' experience in Customer Service, Logistics or Sales Operations.
• Results-driven leader with strong commercial and customer-service orientation.
• Excellent analytical, organizational, and problem-solving capabilities.
• Clear and confident communicator able to interface with customers, sales teams, and international partners.
• Advanced computer literacy; strong SAP experience required; CRM and BI tools preferred.
• Flexible, hands-on mindset suited to a fast-paced sales-office environment.
• High emotional intelligence with the ability to motivate and align cross-functional teams.
SCHOTT’s commitment to your continued development is matched by a benefits offering designed to support how you work and live. From active health management and flexible working hours to hybrid work models, our approach is focused on enabling you to perform at your best. Discover a distinctive corporate culture where everyone is encouraged to grow, thrive, and realize their full potential.
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