Customer Service CI Lead — Process Improvement Specialist

Freudenberg; Milan (MI); On-site; USD 67,000 - 90,000; Full time

Job summary

Freudenberg invites you to join a team focused on customer service excellence and continuous improvement. The role coordinates Kaizen events, drives policy deployment and 5S, and leads CI initiatives across the Milan site.

You will manage multiple priorities in a fast-paced office environment, collaborate with cross-functional teams, and monitor KPIs such as delivery reliability and order accuracy, while supporting root-cause investigations.

Qualifications

• BS degree or 3–5+ years in a customer service environment.
• Advanced MS Office and Excel skills required.
• ERP/SAP experience is required.
• Strong interpersonal, leadership and communication skills.
• Lean/CI experience and ISO knowledge preferred.
• Problem-solving techniques are used in daily work.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Green Belt certification preferred.

Responsibilities

• Coordinate Kaizen events affecting Customer Service and follow up on action items.
• Own and align Customer Service policy deployment with Milan projects.
• Manage continuous improvement communications and 5S program.
• Ensure smooth Order Management per guidelines with partial customer account responsibility.
• Lead cross-functional improvements and monitor KPIs such as delivery reliability and order accuracy.
• Provide timely escalation to support customer satisfaction and teamwork.
• Document work instructions and maintain records in the QMS.

Skills

MS Office

Excel (Advanced)

Leadership

Project management

Lean/CI

Education

BS degree or equivalent

Tools

SAP ERP

Job description

Freudenberg invites you to join a team focused on customer service excellence and continuous improvement. The role coordinates Kaizen events, drives policy deployment and 5S, and leads CI initiatives across the Milan site.

You will manage multiple priorities in a fast-paced office environment, collaborate with cross-functional teams, and monitor KPIs such as delivery reliability and order accuracy, while supporting root-cause investigations.