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Logistics & Customer Service Supervisor
5-month contract (opportunity for extensions)
up to $27.75/hr., depending on experience
Guaynabo, Puerto Rico
Job Purpose
The Logistics & Customer Service Supervisor provides leadership and operational oversight of the Customer Service function and end-to-end Logistics Operations in Puerto Rico. The role ensures high-quality customer service delivery, effective inventory and distribution management, and strong governance of Third-Party Logistics (3PL) providers, in full compliance with Bayer policies, regulatory requirements, and contractual obligations.
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Scope of Responsibility
Scope: Local / Regional (Puerto Rico and broker-supported export operations)
The position oversees customer service operations, warehousing, transportation, and distribution activities for Puerto Rico, including coordination with brokers and export activities, and holds accountability for overall logistics performance.
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Key Responsibilities
Supervise and coordinate all Customer Service activities, ensuring timely, accurate, and compliant order processing for local and export customers.
Train, coach, and mentor Customer Service Representatives to deliver high-quality service to external customers and internal stakeholders.
Proactively resolve customer issues, escalating and reporting risks or material business impacts to senior management as required.
Provide performance feedback in line with Bayer Performance Management Process (PMP) guidelines and implement corrective actions when necessary.
Oversee and manage the Third-Party Logistics provider to ensure warehousing, shipping, and distribution activities meet service, quality, and cost objectives.
Manage the Third-Party Logistics Agreement, ensuring operational performance and costs remain aligned with contractual terms.
Continuously assess and optimize the transportation and distribution network, including routes, warehouse utilization, and service models.
Coordinate inventory receipts, cycle counts, adjustments, and returns, including damaged and obsolete materials, ensuring accuracy and compliance.
Maintain and update master data in SAP, including extensions and status updates for new products or substitutes.
Ensure compliance with Bayer directives and all applicable pharmaceutical distribution regulations, including DSCSA and serialization requirements.
Conduct risk assessments across the supply chain and implement proactive mitigation actions to address vulnerabilities.
Monitor and analyze logistics and customer service KPIs, using data-driven insights to drive continuous improvement initiatives.
Maintain an active customer visit program to strengthen relationships and ensure service expectations are met or exceeded.
Act as a standing member and strategic contributor to Customer Supply Chain teams.
Demonstrate VACC leadership behaviors as Visionary, Architect, Catalyst, and Coach within the Customer Supply Chain organization.
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Key Working Relationships
Internal: Bayer senior management in Puerto Rico; Consumer Care and Pharma Sales organizations; Supply Chain, Quality, and Finance teams.
External: Customers and brokers; Third-Party Logistics providers; warehouse and transportation partners.
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Qualifications & Experience
Bachelor's degree in Business Administration, Supply Chain Management, or a related discipline.
Minimum of 5 years of relevant experience in supply chain, logistics, and/or manufacturing environments.
Strong understanding of pharmaceutical DSCSA requirements, including serialization and track and trace systems (highly preferred).
Solid knowledge of inventory management best practices, including cycle counting and audit processes.
Hands-on experience with SAP, Warehouse Management Systems (WMS), and ERP platforms.
Strong business and financial acumen, including budgeting and cost management.
Excellent communication, stakeholder management, and problem solving skills.
Fluent in written and spoken English.
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Leadership & Behavioral Competencies
Customer-oriented with the ability to manage complexity in a dynamic environment.
Demonstrates courage and accountability in driving transformation and results.
Acts and learns fast, working in 90-day cycles and continuously applying learnings.
Syndicus NACON provides service-oriented staffing and recruiting services to small businesses, large corporations, nonprofits, and government agencies. We pride ourselves on personal service, local market knowledge and commitment to providing great job opportunities. We specialize in contract, contract-to-hire, and direct placement positions. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.