Director of Customer Service, Export & Logistics

Lauridsen Group•Ankeny, IA

10d•Hybrid

About The Position

The Director of Customer Service, Export & Logistics leads end-to-end customer order fulfillment and global logistics operations across LGI business units. This role is responsible for delivering reliable, cost-effective, and scalable service while building high-performing teams and driving continuous improvement. The leader also partners with Sales, Operations, Quality, Finance, IT, and Regulatory to align supply chain execution with business strategy and enhance the customer experience in domestic and international markets.

Requirements

Bachelor’s degree in Supply Chain, Business, Logistics, or a related field preferred. Equivalent combinations of education and experience will be considered.
8+ years of experience in customer service, supply chain, logistics, or a related field.
3+ years of people leadership experience.
Experience with international logistics and export processes strongly preferred.
Strategic Leadership: Aligns functional execution with business strategy.
Operational Excellence: Understands end-to-end supply chain processes.
Financial Acumen: Manages budgets and drives cost optimization.
Data & Systems Orientation: Uses ERP systems and analytics tools effectively.
Customer Focus: Demonstrates a strong commitment to service quality and customer experience.
Change Leadership: Leads process improvement and transformation initiatives.
Relationship Management: Builds strong partnerships across functions and with external partners.
Ability to analyze complex information, balance competing priorities, and make timely decisions in a fast-paced environment.
Evaluating operational, customer, and market data to guide decisions.
Managing competing priorities across customer service and logistics.
Responding to time-sensitive, high-impact issues with sound judgment.
Leading teams through change and operational challenges.
Good Vision, Corrected to Normal; or Ability to Access Required Information and to Perform Job Duties
Color Definition
Good Hearing, Corrected to Normal; or Ability to Communicate and/or Understand Required Information and to Perform Job Duties
Ability to be Mobile throughout Required Work Areas

Nice To Haves

Experience with international logistics and export processes

Responsibilities

Lead Customer Service, Export, and Logistics across supported business units, aligning functional strategies with business priorities to support growth, service reliability, and scale.
Partner in cross-functional planning, including supply and demand planning, production scheduling, and inventory management.
Support enterprise initiatives that improve end-to-end supply chain performance.
Champion a customer-focused service model built on responsiveness, accuracy, and proactive communication.
Ensure consistent order fulfillment from order entry through delivery.
Serve as the escalation point for complex customer and service issues and ensure timely resolution.
Track and improve customer satisfaction and service reliability.
Oversee domestic and international logistics, including transportation, warehousing coordination, and export processes.
Ensure compliance with applicable domestic and international trade requirements.
Partner with carriers, freight forwarders, and 3PLs to maintain reliable service and competitive costs.
Optimize routing, mode selection, and logistics networks to improve performance and cost efficiency.
Manage departmental budgets and drive cost control and optimization.
Establish, track, and report key performance indicators, including: On-time, in-full (OTIF) delivery, Order cycle time, Freight cost as a percent of sales, Inventory visibility and accuracy, Customer issue resolution timelines.
Use data and reporting tools to support decisions and continuous improvement.
Build, lead, and develop high-performing Customer Service, Export, and Logistics teams.
Set clear expectations, accountability, and development plans.
Coach leaders to strengthen bench strength and succession readiness.
Foster a culture of trust, collaboration, and innovation.
Lead process improvements that increase efficiency, reduce cost, and enhance service.
Use ERP and supply chain systems to improve visibility, data quality, and operational control.
Identify and implement opportunities for automation, standardization, and digital enablement.
Assess risks proactively and develop contingency plans to maintain operations.