Customer Service Key User/Continuous Improvement Coordinator

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

Working at Freudenberg:

We will wow your world!

Responsibilities:

• Coordination of all Kaizen events that impact Customer Service department by supporting and follow-up on events to drive completion of action items identified during Kaizen events Own the purpose and process relative to all Customer Service Policy Deployment projects, integrate and prioritization with Milan Policy Deployment projects Create and manage continuous improvement communications Responsible for department 5S program Participate in learning opportunities presented by the Milan GROWTTH team as applicable Assure a smooth and efficient Order Management process according to the guidelines while maintaining some level of customer account responsibility as appropriate Activities should lead, support and implement systematic and departmental process improvements, including departmental KPIs (Delivery Reliability, Delivery Creation Accuracy, Customer Past dues, and Confirmation Rate) by creating action plans and executing CI initiatives on the process 9.
• Provide timely organizational escalation to support customer satisfaction
• Actions must foster teamwork between employees and across the organization.
• Value for Customers: Drives a customer-oriented business strategy and provides indispensable support to deliver successful outcomes.
• Innovation: Envisions the impact of potential future trends and proactively drives necessary changes.
• Encourages creativity and initiative from employees.
• Drive & Execution: Inspires and motivates team, while taking full accountability for actions and results.
• Manage multiple priorities in a dynamic office environment; plan for and ensure timely and successful completion of daily customer requirements Manage multiple projects simultaneously; make judgment calls to assign priority and delegate with clear direction and expectations Provide input and adherence to the metrics review processes Document work instructions as needed and ensure records are properly maintained through QMS Evaluate business processes and make recommendations for future improvements; work both independently and on project teams to analyze, design and implement process improvements using structured problem-solving techniques and lean concepts Support quality investigations to ensure that root cause is understood, and effective countermeasures are put in place Work collaboratively with the operations leadership team to promote a consistent culture of excellence

Qualifications:

• BS degree in relevant field preferred and / or 3-5+ years equivalent experience in a customer service environment Strong MS Office computer skills including an intermediate/advanced working knowledge of Excel (ability to create, manipulate, and analyze spreadsheets/databases)
• Experience with ERP / SAP required Exceptional interpersonal communication and leadership skills required to successfully lead a project team
• Experience with problem solving, project management, and lean/continuous improvement methodologies is preferred; strong understanding of ISO requirements is preferred
• Must exhibit the use of problem-solving techniques.
• Must have the ability to prioritize and manage multiple tasks in fast paced environment and the ability to work independently with little supervision
• Green Belt Preferred

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.

Freudenberg-NOK General Partnership Welcome to Freudenberg Without Freudenberg, indoor air would not be as clean, cars would not drive and wounds would not heal as quickly. And these are just three examples from thousands of our applications. Working at Freudenberg: "We will wow your world!" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 51,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.