Customer Service CI Lead & Kaizen Champion

Freudenberg Group; Milan Township (OH); Sur place; USD 70 000 - 95 000; Plein temps

Résumé du poste

Freudenberg Group in Ohio seeks a results-driven Continuous Improvement Lead to coordinate Kaizen events and drive action item closures within the Customer Service department. You will own policy deployment projects, align with Milan initiatives, and create clear CI communications.

You will oversee the 5S program, support KPI improvements (delivery reliability, accuracy, past-due reduction), and collaborate with operations leadership to foster a culture of excellence.

Qualifications

• BS degree in relevant field preferred and / or 3-5+ years equivalent experience in a customer service environment.

Responsabilités

• Coordinate all Kaizen events impacting Customer Service and follow up to close action items.
• Own the purpose and process relative to Customer Service Policy Deployment projects and align with Milan initiatives.
• Create and manage continuous improvement communications.
• Responsible for the department 5S program.
• Participate in learning opportunities from the Milan GROWTTH team as applicable.
• Ensure a smooth and efficient Order Management process while maintaining some customer account responsibility.
• Lead CI initiatives and track KPIs like Delivery Reliability, Delivery Creation Accuracy, Customer Past dues, and Confirmation Rate.
• Provide timely organizational escalation to support customer satisfaction.
• Foster teamwork between employees and across the organization.
• Drive a customer-oriented business strategy and provide indispensable support to deliver successful outcomes.
• Encourage innovation and initiative from employees.
• Drive and execution: inspire team with accountability for actions and results.
• Manage multiple priorities in a dynamic office environment and ensure timely completion of daily customer requirements.
• Handle multiple projects and prioritize with clear direction.
• Provide input to and adhere to metrics review processes.
• Document work instructions as needed and maintain records through QMS.
• Evaluate business processes and recommend future improvements using lean concepts.
• Support quality investigations to understand root causes and implement countermeasures.
• Work with operations leadership to promote a culture of excellence

Connaissances

MS Office

Excel

Interpersonal communication

Leadership

Project management

Lean methods

Prioritization

Formation

BS degree in relevant field / 3–5+ years customer service experience

Outils

ERP / SAP

Description du poste

Freudenberg Group in Ohio seeks a results-driven Continuous Improvement Lead to coordinate Kaizen events and drive action item closures within the Customer Service department. You will own policy deployment projects, align with Milan initiatives, and create clear CI communications.

You will oversee the 5S program, support KPI improvements (delivery reliability, accuracy, past-due reduction), and collaborate with operations leadership to foster a culture of excellence.