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Nature's Bakery

Director, Logistics and Customer Operations

Chicago , United States

AI overview

Lead cross-functional teams to optimize logistics and customer operations, ensuring efficiency and enhanced customer satisfaction through innovative strategies and digital transformation.

 

SUMMARY

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 include the following. Other duties may be assigned. 

  • 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.
  • Leadership & Collaboration
    • 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
  • Team Leadership
  • Change Management
  • Financial Acumen

 

 

METRICS/KPIs

  • Order fulfillment accuracy and timeliness
  • Customer satisfaction scores (NPS, CSAT)
  • Logistics cost per unit shipped
  • Inventory turnover and accuracy
  • On-time delivery rate

The Good Stuff – Benefits
Our team members' physical and mental health is important to a thriving workplace. That’s why we offer the following benefits to full-time employees:

  • Medical, dental, and vision insurance offered for eligible employees
  • 401(k) plan with a company match that vest on day 1 of eligibility
  • Paid vacation 
  • Paid time off 
  • Holiday pay (11 days)
  • Paid short-term disability
  • Paid life insurance
  • Banfield Pet Insurance Discounts
  • Wellness Benefits and Discounts
  • Employee Assistance Program

 

 

EEO

We are committed to an inclusive workplace where diversity in all its forms is championed. We are proud to be an equal opportunity workplace and we are an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. 

 

Privacy Policy

Mars and its family of brands is committed to transparency and responsibility in how we handle the personal data entrusted to us by our customers and consumers. To learn more about our privacy policy please follow this link.

Perks & Benefits Extracted with AI

  • Health Insurance: Medical, dental, and vision insurance offered for eligible employees
  • Employee Assistance Program: Employee Assistance Program
  • Paid Time Off: Paid time off
  • Wellness Stipend: Wellness Benefits and Discounts
Nature's Bakery

About Us Since our founding in 2011, Nature’s Bakery has been baking better-for-you snacks to nourish families and enable them to thrive. We believe that the choice to snack healthier should be an easy and desirable one. Today, we are a top 10 granola and snack bar brand, with approximately 600 employees baking soft-baked snacks with real, recognizable, and wholesome ingredients, such as whole grains and sun-ripened fruits. Our marketplace success led us to join forces with KIND to create a health and wellness platform within Mars, Inc. While continuing to operate as a standalone company, we are now part one of the most well-regarded consumer goods company in the world. That independence allows us to remain an agile, insurgent brand committed to our brand purpose and founding. Nature’s Bakery is a fast-growing company with a bright future ahead. We have achieved great things, and there is more opportunity for growth both on the digital and retail shelves, through expanded distribution with existing and new retail customers. To achieve our aspirations, we are expanding our team of growth-minded, nimble, and entrepreneurial individuals who like to roll up their sleeves and get things done. We think like owners, act like operators. So, come join us to create a world of snacking that is both good, and good for you.

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