Customer Logistics Director - 28657BR - EN in Madrid at Stryker Corporation

Date Posted: 5/18/2018

Job Snapshot

Job Description

To manage the Country or Regional Customer Logistics operations and be responsible for all Logistics and Customer Support services. This encompasses the entire operational process from warehouse factory / supplier gate to client delivery of finished product.
Ensure a “Best in Class” organization is created and maintained through implementing solutions to further develop, maintain and improve customer satisfaction and -experience, reduce cost and optimize inventory.

KEY ACTIVITIES & ACCOUNTABILITIES
Setting Direction:
  • Develop and implement the appropriate Customer Logistics strategy for the country or region. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequacy to meet the performance objectives of the department covering the following main functions:
    • Customer Service / Customer Care
    • Kit Booking & Logistics
    • Shipping/Receiving & Warehousing
    • Asset & Inventory Management
  • Identify and consider options that create breakthrough strategies and plans to create value for our customers and stakeholders, using internal and external inputs to translate the Stryker vision and strategies into concrete, actionable plans that create competitive advantage.
  • Provide the team with clarity on expectations and how functional goals, objectives, and activities contribute to overall global organizational strategy.
  • Direct work activities, projects and teams based on a clear understanding of customer and market needs.
  • Champion breakthrough solutions that support our mission, strategy and goals.
  • The Customer Logistics Director is member of local Management Team(s) and required to contribute, consult and participate in decision making that may have impact on strategical direction of local organization.

Building Organizational Capability:
  • Build, liaise and maintain relationships and collaborates with colleagues across functions (RAQA, Finance, etc.) and divisions (Sales, Marketing) and management while driving leverage opportunities within the country, region and/or Europe.
  • Focus on making procedural changes and new or more effective ways to accomplish tasks, achieving team goals or performing team functions.
  • Implement and maintain a culture of continuous improvement of service provided to our customers.
  • Responsible for the optimization and transformation of our Operations footprint in the country or region.
  • Seek opportunities for collaboration, synergy and integration with colleagues across functions and divisions and make procedural or process suggestions for achieving team goals or performing team functions.
  • Play an active role in the European Operations team as we strive to Implement a world class logistics and customer support operation. Critical to this will be the identification of appropriate benchmarks and the sharing of best practice.
  • Take ownership and participate in projects to further improve the country, regional and European customer logistics capabilities resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels.
  • Work to identify and implement process improvements and ensures that breakthrough solutions are sustained over time.
  • Lead or participate in cross-functional projects and the integration of operations of any relevant mergers or acquisitions.
  • Ensure all Compliance, SOX, FCPA and other policies and regulations are implemented, applied and followed.

Inspiring Others:
  • Champion change, actively share ideas and plans with team and colleagues, and encourage multiple perspectives to find new and better ways to deliver the results.
  • Increase business impact by sharing of expertise, promoting a free flow of information across the organization and building collaborative networks internally and externally.
  • Build positive relationships and a sense of teamwork by communicating and reinforces openness and consistency in meeting commitments.

Delivering Results:
  • Ensure all Key Performance Indicators (KPI’s) and financial metrics for Customer and Logistics Services are reviewed and achieved, including and not limited to On-Time In Full (OTIF), OTIF for Kits, Days On Hand (DOH), DOH Kits and Consignments (K&C), Short Term Consignment (STC) Turns and Remote Cycle Counting (RCC).
  • Monitors and encourages team to ensure high performance and actively works to reward performance and achievement of critical outcomes.
  • Responsible for operational management of the expense budgets and cost base of Operations and Customer Service. The expectation is driving cost and inventory against the budget and a strong focus on Return-on-Investment (ROI).
  • Support standardization and alignment of processes across Europe to provide cost savings and improved service levels through consistent processes to drive efficiency and productivity.
  • Provide business case and detailed cost justification/ROI to decision makers to obtain resources.

Developing Talent:
  • Manage the customer logistics team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations.
  • Collaboratively works to set meaningful performance objectives, sets specific development goals, identifies milestones, monitors team performance and provides appropriate feedback to keep the team on track, overcome barriers and resolve conflict.
  • Actively encourage sharing of talent, knowledge and expertise to achieve the best possible results.

Job Requirements

EDUCATION
  • Degree graduate in a Business or Logistics discipline(s) or equivalent.
  • Project Management and/or Finance qualifications an advantage.
  • Fluency in English and the language of the main country of responsibility is essential and another major European Language would be a distinct advantage.
  • APICS certification or other related certification a plus. Process Lean/Excellence/Six Sigma tools, training and/or certification experience is highly preferred.


EXPERIENCE
Essential
Proven track record in operations leadership within a multinational organization including:
  • 5-10 years’ experience in operations with a preference in a customer facing role.
  • 5-6 years’ experience in People Management role.
  • Experience in international environment
  • Demonstrated success in building, managing, motivating and developing strong operations teams.
  • Proven expertise in ISO 13485, ISO 9001 Quality Management Systems and MDD vigilance and notification processes.
  • Well versed in Microsoft Office tools including Word, Excel, Access, Power Point, Visio or other flow charting software and/or Microsoft Project.

Desirable
  • Leading high performing, highly engaged teams within a decentralized, matrix organization.
  • Medical device standards and regulatory needs.
  • Leading and managing projects.
  • Business Process Analysis.
  • Reverse logistics and consignment business (such as Medical Device, Healthcare Markets).
  • Strong knowledge of IT systems & tools and their implications for business processes (Oracle preferred).

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