Customer Relations - Process & Systems Lead

Essential Fine Ingredients Inc.; Lead (SD); On-site; USD 90,000 - 130,000; Full time

Job summary

Essential Fine Ingredients Inc. is seeking a Customer Relations - Process & Systems Lead to oversee the Order Entry Team and drive continuous improvement across our customer-facing systems. You’ll manage process support, automate where possible, and partner with IT/ERP to optimize the CRM and ERP landscape.

The role emphasizes strong leadership, data-driven decision making, and the ability to coach staff toward higher performance while maintaining an outstanding customer experience.

Qualifications

• Bachelor's degree or equivalent experience.
• Well-demonstrated and consistent emotional intelligence.
• Ability to learn, comprehend, and document business systems and processes.
• Demonstrated critical thinking and problem-solving capabilities.
• Proficient with Microsoft Office (Outlook, Word, Excel), ERP systems (NetSuite), AI platforms (Claude, Copilot), and Robotic Process Automation (RPA) applications.

Responsibilities

• Embodies the company's culture and values with integrity in all interactions.
• Fosters a positive customer experience at every stage of the customer journey.
• Leads The Order Entry Team responsible for process support functions, including order entry and automation support.
• Proactively identifies pain points in Order Management and develops solutions to address them.
• Coaches and develops team members on continuous improvement to deliver the highest level of service to customers and internal stakeholders.
• Tracks and reports department metrics, and drives performance to achieve results.
• Analyzes operating data and systems to develop and recommend solutions that improve operational efficiency, reduce process errors, and lower costs.
• Works closely with IT and ERP partners to troubleshoot issues related to Customer Relations, including order entry, material allocation, item fulfillment, Customer Relations dashboard functionality and usage, and system reporting.
• Assesses team training needs and oversees continuous improvement initiatives.
• Assists in defining, recommending, and implementing improved standards and procedures that ensure optimal customer experience.
• Reviews and approves time-off requests to ensure adequate staffing coverage.

Skills

Analytical skills

Communication

Organizational skills

Leadership

Time management

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

NetSuite ERP

AI platforms (Claude, Copilot)

RPA

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Customer Relations - Process & Systems Lead

Position Summary: The Customer Relations Process & Systems Lead oversees The Order Entry Team responsible for order entry, automation support, and other systems within the Customer Relations department. This role also leads continuous improvement efforts to increase productivity, reduce costs, improve time management, and elevate our Customers’ experience and provides recommendations on related aspects of the Customer Relations process and systems landscape, including the ERP system, Robotic Process Automation (RPA), and AI solutions.

Essential Duties And Responsibilities

• Embodies the company's culture and values with integrity in all interactions.
• Fosters a positive customer experience at every stage of the customer journey.
• Leads The Order Entry Team responsible for process support functions, including order entry and

automation support.

• Proactively identifies pain points in Order Management and develops solutions to address them.
• Coaches and develops team members on continuous improvement to deliver the highest level of

service to customers and internal stakeholders.

• Tracks and reports department metrics, and drives performance to achieve results.
• Analyzes operating data and systems to develop and recommend solutions that improve operational

efficiency, reduce process errors, and lower costs.

• Works closely with IT and ERP partners to troubleshoot issues related to Customer Relations, including

but not limited to the functions of order entry, material allocation, item fulfillment, Customer Relations

dashboard functionality and usage, and system reporting.

• Assesses team training needs and oversees continuous improvement initiatives.
• Assists in defining, recommending, and implementing improved standards and procedures that ensure

optimal customer experience.

• Reviews and approves time-off requests to ensure adequate staffing coverage.

Key Strengths

• Strong analytical, communication, and organizational skills, with a detail-oriented, problem-solving

approach to daily operations.

• Sound leadership, critical thinking, and time management skills to guide the team and prioritize

competing demands.

Qualifications

• Bachelor's degree or equivalent experience.
• Well-demonstrated and consistent emotional intelligence.
• Ability to learn, comprehend, and document business systems and processes.
• Demonstrated critical thinking and problem-solving capabilities.
• Proficient with Microsoft Office (Outlook, Word, Excel), ERP systems (NetSuite), AI platforms (e.g.,

Claude, Copilot), and Robotic Process Automation (RPA) applications