VP, Logistics and Customer Operations

The Vice President of Logistics and Customer Operations is a key executive leader responsible for optimizing Kinder's end-to-end logistics and customer order fulfillment processes, ensuring operational excellence, regulatory compliance, and a best-in-class customer experience. This role leads Kinder's domestic and international logistics operations, including temperature-controlled and global freight, as well as the Customer Operations function, which manages the complete order-to-cash process, customer order entry, inventory deployment, and inventory control.

The ideal candidate will be a strategic and collaborative leader with a proven track record in building scalable, customer-focused supply chain and operations organizations within a high-growth CPG environment. They must bring strong expertise in logistics execution, international trade compliance, cold chain management, and customer service performance.

Logistics Strategy & Execution

• Develop and execute a comprehensive logistics strategy aligned with Kinder's growth plans, customer expectations, and product portfolio complexity.
• Oversee transportation, distribution, 3PL partnerships, and warehouse operations, including cold chain logistics for temperature-sensitive products.
• Manage international freight, customs clearance, and global trade compliance, including import/export documentation, tariff strategies, and regulatory alignment with FDA, USDA, FSMA, and CBP standards.
• Lead initiatives to improve cost-efficiency, on-time delivery, and logistics visibility across the network.

Customer Operations & Service Excellence

• Lead the Customer Operations team, including responsibility for order-to-cash processes, customer order entry, order fulfillment, inventory deployment, and inventory accuracy.
• Ensure seamless, accurate order processing with a focus on speed, service, and communication.
• Optimize inventory deployment strategies to ensure the right product is in the right place at the right time to support customer demand.
• Drive alignment across Sales, Finance, Supply Chain, and Operations to support accurate pricing, order confirmation, invoicing, credit resolution, and cash collection.
• Define and track customer service KPIs, including order accuracy, fill rates, case cuts, lead times, and complaint resolution.
• Champion a customer-first culture that strengthens partnerships with both internal stakeholders and external customers.
• Lead the development and execution of a proactive customer deductions strategy related to logistics and fulfillment issues (e.g., shortages, late deliveries, damages), in close coordination with Customer Service, Sales, and Finance.
• Analyze deduction trends and root causes to identify operational improvements, recovery opportunities, and customer-specific resolution strategies, while ensuring alignment with Kinder's customer service standards and financial controls.

Compliance, Risk & Cold Chain Oversight

• Ensure full compliance with relevant domestic and international logistics, trade, food safety, and temperature-control regulations.
• Manage risk mitigation strategies related to cold chain integrity, carrier reliability, customs delays, and geopolitical shifts.
• Drive improvements in real-time temperature monitoring, traceability, and incident response for temperature-sensitive SKUs.

Technology, Data, and Process Improvement

• Leverage supply chain and ERP systems (e.g., SAP, Anaplan, WMS/TMS) to enhance visibility, reporting, and customer service responsiveness.
• Implement and improve automation, self-service tools, and data analytics to reduce errors and improve decision-making.
• Promote continuous improvement initiatives across both logistics and customer operations teams.

People & Culture Leadership

• Build, lead, and develop high-performing teams in both logistics and customer operations, fostering a culture of collaboration, accountability, and innovation.
• Coach and mentor leadership within each function, ensuring team alignment with Kinder's values and universal competencies.
• Lead through change by modeling agility, communication, and solution-orientation in a rapidly evolving environment.

• 15+ years of leadership experience in logistics, customer service, or supply chain operations, including experience in a CPG, food & beverage, or consumer goods company.
• Demonstrated success in order-to-cash process ownership, customer service excellence, and inventory deployment strategy.
• Experience with international logistics, import/export, customs compliance, and temperature-controlled distribution.
• Strong background in managing 3PLs, global freight forwarders, and cold chain partners.
• Expertise in supply chain systems, including ERP (SAP or equivalent), transportation management systems (TMS), and customer order platforms.
• Deep understanding of trade regulations, food safety standards, and customer delivery requirements.
• Proven ability to lead in a fast-paced, entrepreneurial, high-growth environment, balancing execution with strategy.
• Excellent people leadership, communication, and cross-functional collaboration skills.

Preferred Qualifications:

• Experience implementing digital transformation initiatives across logistics or customer service functions.
• Background in data-driven service level reporting and automation for customer operations.
• Familiarity with retail and foodservice customer requirements, including EDI, ASN, and retailer scorecard management.

* Travel to Kinder's Logistics network location will be required but should be no more than 20% of work schedule.

The expected starting salary range for this role is $230,000 - $255,000 per year. We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs.