Seth Hamm
Title: Director, Client Services
Years with OSG: 3
Years in Supply Chain: 24

Ask the Expert

What does your day-to-day look like?

My day-to-day as a Director of Client Services at Open Sky Group involves overseeing project timelines, coordinating  with team members, and ensuring deliverables are on track. I typically start with morning meetings to set priorities, followed by reviewing project statuses and addressing any issues that arise. Throughout the day, I communicate with customers, update project documentation, and often participate in strategy sessions determining how to best meet my customers’ challenges. Each day varies depending on project phases, but my focus remains on ensuring projects stay aligned with goals and deadlines.

How did you get started in supply chain?

I started my journey into supply chain at the early age of six years old. My father worked in sales in the trucking industry, and I would get the opportunity to sit with him in his office from time to time. The truckers would come into the trucking company’s parking lot and I would help them lump some of their freight for a few dollars.

I was always intrigued by the complexities of logistics and operations management, but I knew that I wanted to work on the technology side of the industry. 

It was during the summer of my freshmen year in college that I signed on to work at a warehouse that I solidified my decision. I knew going into college I was seeking a Logistics and Intermodal Transportation degree. That field of study introduced me to concepts like inventory management and global logistics – which fascinated me.

Before graduating, I pursued an internship at UPS SCS where I had the opportunity to work closely with several different supply chain teams. This hands-on experience solidifed my interest and taught me valuable skills in implementations and customer/supplier relations. 

I then transitioned into a full-time position designing dedicated contracting carriage solutions, specking specialized transportation equipment, and designing dedicated shipping routes before Transportation Management Systems were modeling and planning these routes for most companies.  I transitioned to a Software Consultant role at Manhattan Associates, where I further honed my skills in the software implementations sector and I have been in the Supply Chain Technology industry. 

These early experiences not only gave me a solid foundation in supply chain operations but also inspired me to pursue continuous learning and growth in this dynamic field. Today, as a Director, Client Services at Open Sky Group, I draw on those early insights and experiences to optimize processes and drive efficiencies in our supply chain operations. 

How does supply chain impact a company’s broader strategy?

Supply chain management is crucial to a company’s broader strategy as it directly impacts both operational efficiency and strategic positioning. Efficient supply chain practices can significantly reduce costs by optimizing inventory levels, minimizing transportation expenses, and improving production processes. This not only enhances profitability but also allows resources to be allocated more effectively towards strategic investments and initiatives. 

Moreover, a well-managed supply chain plays a critical role in maintaining high levels of customer satisfaction. By ensuring timely delivery, consistent product quality, and effective customer service, supply chain management directly contributes to building customer loyalty and trust. 

Strategically, supply chain decisions influence a company’s market positioning and competitiveness. For instance, the ability to quickly adapt to changes in consumer demand or market conditions can give a company a competitive edge. Furthermore, supply chain strategies align with broader business goals such as sustainability efforts, innovation in product development, and market expansion strategies. 

In essence, an integrated and well-executed supply chain strategy not only supports day-to-day operations but also drives long-term success by aligning with and enhancing a company’s overall strategic objectives. 

What do you view as the biggest challenge in the current supply chain environment and how can it be solved?

Since the 2020 Pandemic, one of the biggest challenges in the current supply chain environment that continues to perpetuate is the increasing frequency and impact of supply chain disruptions. These disruptions not only lead to delays in crucial deliveries but also cause significant fluctuations in inventory levels, increased costs, and impact the customer’s experience. 

To address this growing supply chain disruption challenge, a proactive approach to building supply chain resilience is crucial. This involves diversifying supplier bases, adopting advanced forecasting and risk management technologies, and having established contingency plans. By enhancing visibility across the entire supply chain network and fostering closer collaboration with suppliers and logistics partners, companies can better anticipate and mitigate potential disruptions. 

Implementing a real-time monitoring system for supply chain operations, leveraging predictive analytics to forecast demand, and supply fluctuations can also play a large role in mitigating supply chain disruptions.  

What philosophy do you follow while working with customers?

I believe in cultivating strong relationships built on trust, respect, and effective communication. This means actively listening to my customers’ concerns, understanding their unique challenges, and responding with empathy and professionalism. 

 I approach customer interactions as opportunities to meet new people, solve problems, and meet or exceed expectations. Whether it’s addressing new requests, resolving issues, or providing guidance, I prioritize prompt and effective solutions that demonstrate our commitment to their satisfaction. 

Building long-term relationships is also a cornerstone of my approach. I believe in fostering loyalty by consistently delivering value and maintaining open lines of communication. By understanding their evolving needs and preferences, I aim to anticipate issues and proactively address them before they arise. 

 Furthermore, I embrace continuous improvement in customer service. I regularly seek feedback to gauge satisfaction levels and identify areas for enhancement. This proactive approach allows me to adapt and refine my strategies, ensuring that our customers receive the highest standard of service and support. 

 In essence, my philosophy revolves around customer-centricity, effective communication, problem-solving, relationship-building, and continuous improvement. These principles guide my interactions and contribute to positive outcomes for both our customers and our business.

Please share your favorite success story.

I got my first real introduction to WMS and Supply Chain software implementation projects in the Spring of 2005 while being a part of a team on a federal project redesigning FEMA and the Department of Homeland Security disaster response capabilities. It just so happened that the 2005 hurricane season was named the most active year on record until it was surpassed in 2020.  

During the hurricane season, the team I worked on was responsible for ensuring life-saving commodities were distributed to citizens and countrymen in these areas directly affected by these powerful storms. This huge effort allowed me to work directly with our elected officials, every branch of our military, and private citizens to gain an understanding of how government contracts work and how quickly we can respond to assist when there is a solid plan in place. 

I’m humbled by the experience and thankful for everyone who contributed to our success on the Total Asset Visibility project (TAV). It was a lot of hundred-plus hours work weeks and a remarkable journey, and I’m excited to have had that opportunity and the experiences gained. 
 

What advice would you give to someone looking to enter the supply chain industry?

The supply chain industry operates on low margins to help reduce costs for buyers. I keep this in mind whenever working with my customers and always focus on providing value where possible. This isn’t an industry where a person becomes wealthy overnight so you will have to progress up the ranks as your knowledge and skills progress. 

What is a fun fact about yourself that your clients may not know?

I’ve had the opportunity to personally meet three U.S. Presidents (Bush Sr., Clinton, and Bush Jr.) and got the honor of Laying a wreath on the Tomb of the Unknown Solder at Arlington National Cemetery.