Global Logistics and Customer Service Manager
Global Logistics & Customer Experience Manager
Location: Chester County, PA
Summary:
A global manufacturing and distribution organization is seeking a Global Logistics & Customer Experience Manager to lead all logistics, customer service, and trade compliance operations across multiple business units. This role ensures seamless, cost‑effective product flow while delivering an outstanding customer experience. The ideal candidate is a skilled people leader with strong expertise in international logistics, regulatory compliance, and operational excellence.
Key Responsibilities
- Lead, mentor, and develop a high‑performing team across logistics and customer service functions.
- Oversee international import and export activities, ensuring full regulatory compliance and accurate documentation.
- Manage domestic transportation networks and relationships with third‑party logistics (3PL) providers.
- Build and implement strategies for duty drawback, tariff efficiency, and duty‑minimization.
- Monitor global customs requirements, regulatory updates, and compliance risks; advise stakeholders on required actions.
- Audit customs entries for proper tariff classification, valuation accuracy, and correct duty assessment.
- Train internal teams on U.S. Customs, trade compliance expectations, and Reasonable Care obligations.
- Oversee sourcing, performance, and service quality of brokers, freight forwarders, carriers, and other logistics partners.
- Monitor on‑time delivery metrics; conduct root‑cause analysis and implement corrective actions for late orders.
- Gather and share Voice of Customer (VOC) insights to enhance internal processes and customer touchpoints.
- Ensure timely ownership and resolution of customer concerns.
Qualifications
- Bachelor's degree in Supply Chain, Logistics, Business Administration, or a related field.
- At least 8 years of progressive experience in domestic and international logistics and customer service.
- Demonstrated ability to work independently in a fast‑moving, global environment.
- Proven leadership experience with a focus on developing and coaching team members.
- Strong analytical and organizational skills; continuous improvement mindset.
- Proficiency in Microsoft Office with advanced Excel skills; ERP experience preferred (Microsoft D365 a plus).
- Experience within the chemical or industrial sectors is advantageous.
- U.S. Customs Broker license is beneficial but not required.
- Ability to travel as necessary.
FAQs
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