Customer Relations & Systems Lead: ERP, RPA & AI

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

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.