Head of Supply Chain & Customer Services

The Head of Supply Chain & Customer Services at our company is primarily responsible for overseeing the entire logistics function, which includes managing both inbound and outbound supply chains. This role extends to leading 3PL and in-house warehouse operations, overseeing seasonal planning, and managing marketplace onboarding logistics. Additionally, strategic oversight of warehouse management, negotiating shipping rates, and leading a high-performance team are critical responsibilities.

To excel as the Head of Supply Chain & Customer Services at our company, candidates should have at least 7 years of experience in logistics and supply chain management, along with a minimum of 3 years in a leadership role. A strong understanding of e-commerce and supply chain operations is essential, alongside proven leadership abilities, excellent negotiation skills, and familiarity with logistics management systems like PVX.

The Head of Supply Chain & Customer Services collaborates closely with various teams, including customer service and tech teams, to address delivery-related escalations and resolve issues. They will also work with external partners and suppliers to streamline logistics operations, ensuring that all units communicate to provide optimal service and efficiency.

Experience in startup or scale-up organizations is highly advantageous for the Head of Supply Chain & Customer Services role, especially in the fashion e-commerce sector. Familiarity with fast-paced environments and the unique challenges of e-commerce logistics can significantly boost the effectiveness in this role.

During peak seasons such as Black Friday, the Head of Supply Chain & Customer Services assumes a crucial role in leading seasonal planning and ensuring all logistics operations are running optimally. This includes managing warehouse staff, coordinating with vendors, and ensuring timely deliveries to maintain high customer satisfaction, all while addressing any escalations with the customer service team.

In your response, highlight specific logistics functions you managed, the size and scope of your teams, and any notable achievements, such as process improvements or cost savings. Emphasize your leadership style and how it helped your team succeed.

Discuss your strategies for prioritizing tasks, such as using data analytics for forecasting demand, setting clear goals, and delegating effectively. Include examples of how you successfully managed logistics during high-pressure situations.

Outline key performance indicators (KPIs) you've used in the past, like on-time delivery rates, inventory turnover, and customer satisfaction scores. Discuss how these metrics inform decision-making and process improvements in logistics operations.

Share your approach to relationship management, highlighting your strategies for regular communication, performance reviews, and negotiations. Provide an example of how a strong vendor relationship positively impacted logistics outcomes.

Emphasize your negotiation techniques, such as market research, understanding carrier capabilities, and building long-term partnerships. Offer an example of a successful negotiation that led to improved shipping rates or service quality.

Provide a detailed example of a past delivery issue, describing your role in identifying the root cause, collaborating with teams to find a solution, and ensuring customer satisfaction post-resolution.

Discuss the technologies you've used, including logistics management systems and shipping platforms. Highlight how they enhance efficiency, accuracy, and communication within the supply chain.

Explain the importance of regular performance reviews, how you monitor compliance, and any corrective actions you've taken with underperforming suppliers to ensure adherence to contractual agreements.

Share a specific example focusing on your leadership qualities, the challenges faced, decisions made, and how your team overcame obstacles to achieve success.

Discuss your strategies for promoting open communication, providing ongoing training, and recognizing team achievements. Include an example of how your leadership positively impacted team morale and performance.