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Director of Customer Operations

5 hours ago

Fairfield, California, United States Calbee America Full time

This is a hands-on leadership role for a strategic builder who thrives on creating structure, developing talent, and implementing reliable systems that support growth. You will be a key leader in shaping the evolution of our customer operations, logistics, and distribution, combining a people-first approach with a focus on efficiency, cost optimization, and best-in-class customer satisfaction.

Core Responsibilities

  • Lead 3PL and Transportation Strategy: Manage partners, carriers, and service levels; optimize freight cost and ensure reliability.
  • Oversee Logistics & Import Operations: Handle freight, customs documentation, container flows, and import planning.
  • Drive Customer Operations: Manage order processing, EDI, deductions, and service performance. Collaborate closely with SCM Planning, Sales, Finance, and Operations to improve accuracy, turnaround times, and customer experience.
  • Define & Track Key Metrics: OTIF, order accuracy, freight/3PL cost per case, service response time, and other critical supply chain KPIs.
  • Enhance Systems & Process Efficiency: Lead the team in leveraging ERP, TMS, and EDI to reduce manual work and repetitive tasks.
  • Build & Develop the Team: Coach, set clear expectations, and grow team skills, accountability, and ownership.
  • Drive Continuous Improvement: Identify practical improvements to make daily operations more efficient, predictable, and scalable.
  • Collaborate Cross-Functionally: Align with Operations, Sales, Finance, Marketing, IT, and other SCM functions to ensure logistics and customer experience fully support company goals, from commercialization to the last mile.

KPIs

  • Achieve and sustain OTIF ≥ 98.5%
  • Maintain order accuracy ≥ 99.5%
  • Keep freight and 3PL spend within budget through proactive routing and partner alignment
  • Ensure imports and customs flows are completed accurately and on time
  • Reduce customer escalations and improve overall service satisfaction
  • Build a confident, capable team with growing skills and ownership

Experience & Qualifications

  • 8–12+ years in logistics, distribution, or customer operations within CPG or food manufacturing
  • Strong understanding of retail, food service, and direct-to-consumer channels
  • Proven experience managing 3PL networks and transportation, with import/global logistics experience (sea/air freight, customs, container logistics)
  • Intermediate to expert in ERP, TMS, and EDI systems (Microsoft Dynamics, SPS Commerce, TrueCommerce preferred)
  • Advanced skills in MS Office Suite, especially Excel, PowerPoint, and SharePoint
  • Track record of introducing structure, systems, or process improvements that increased efficiency and scalability
  • Strong communication and collaboration skills; able to build trust and work across departments
  • Exposure to Lean methodologies for continuous improvement (Toyota Way, Six Sigma)

Calbee North America is an equal opportunity employer dedicated to a policy of non-discrimination in employment on the basis of race, color, age, sex
,
religion, national origin, disability, veteran status, citizenship, ancestry, genetic information, sexual orientation, gender identity, marital or familial status or any other legally protected status.