Director Distribution Operations & Customer Support

Job Description:

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

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The Director of Distribution Operations and Customer Service is a strategic leadership role responsible for overseeing the end-to-end distribution, technical support, and post-sales customer service functions. This position requires a dynamic leader capable of managing complex logistics, technical service operations, and customer relations, while driving continuous improvement and operational excellence across regional teams.

The Director of Distribution Operations and Customer Service is responsible ensuring seamless product delivery, inventory control, quality compliance and customer satisfaction while maintaining strict adherence to applicable standards and excellent communication and coordination cross functionally. The incumbent is responsible for budget planning and cost control.

The ideal candidate will have a strong background in service industry operations, process optimization, team management, and cross-departmental coordination.

Essential Duties and Responsibilities:

Distribution and Logistics Operations

• Oversee end-to-end distribution operations, including warehousing, shipping, receiving, inventory control and order fulfillment in DACH countries, Belgium and France
• Ensures compliance to GDP, FDA, ISO and other applicable standards
• Develop and implement scalable logistics strategies to support growth, minimize costs and reduce lead times. Responsible for cost of logistic operations, including budgeting, cost control and reporting
• Manage relationships with external partners, i.e. freight carriers, warehouse providers to optimize performance and service levels
• Implement KPIs and metrics to monitor delivery performance, order accuracy and inventory integrity
• Ensure recruitment, training and associate safety of warehouse staff

Customer Service:

• Lead the1st level and 2nd level customer support organization responsible for order processing, customer issue resolution, invoicing, product returns, repair and technical service
• Establish KPIs and monitor service level and customer satisfaction
• Enable design and execution of customer escalation protocols and feedback loops to drive service improvement
• Ensure staffing, recruitment, training and engagement of customer service team, technician team
• Lead development of technical documentation and adapt ERP systems for Technical service
• Accountable for developing trends in the industry to deliver value in efficiencies and customer satisfaction. 
• Partner with Sales and Product Management to ensure cohesive customer experience
• Acting as liaison between customers and distribution function related to specific customer orders
   

Demand Planning:

• Manage forecasting, demand analysis, and cross-functional collaboration.
• Conduct statistical forecasting methods, deploy planning tools, and data-driven decision-making.
• Analyze historical sales data, market trends, and promotional activities to develop accurate demand forecasts that support supply chain efficiency and business objectives.
• Ensure attention to detail, and the ability to communicate insights effectively to stakeholders in Sales, Marketing, and Supply Chain are essential

Team and Leadership

• Build, mentor and lead high-performing operations and support teams
• Managing the team leaders of Ist Level Support IHD, Customer Service for the reference laboratories and Lab Connectivity Service lead
• Management of the Director of Logistics & Instrument Service and the Director of Sales Service & Export
• Drive culture of continuous improvement, associate engagement and well being
• Manage departmental budgets, staffing and resource allocation

Education and Experience:

• Minimum Bachelors degree in Supply Chain Management, Operations, Business Administration or related field (MBA preferred)
• 10+year of experience in distribution, logistics and customer support, with 5 years in a leadership role
• Experience in the medical device, diagnostics or life sciences industry
• Strong knowledge of regulatory requirements
• Proven track record of building scalable distribution networks and high performing customer service teams
• Strong team leadership skills, with experience of managing multi-site or remote teams and leading in matrix
• Strong data analysis and intepretation skills for operational metrics, customer support trends and inventory performance
• Proficient in Excel, reporting tools, Power BI and digital collaboration platforms
• Experience in designing and implementing SOPs, KPIs and scalable workflows
• Fluency in German and English

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.