Customer Service Key User/Continuous Improvement Coordinator

freudenberg; Milan Township (OH); On-site; USD 55,000 - 85,000; Full time

Job summary

Freudenberg is seeking a Customer Service Continuous Improvement Coordinator to drive Kaizen events, lean process improvements, and policy deployment alignment within the Milan operations. You will lead cross-functional teams, track KPIs, and ensure timely execution of action plans.

The role emphasizes problem-solving, project management, and data-driven decision making, with focus on enhancing delivery reliability and customer satisfaction in a fast-paced environment.

Qualifications

• BS degree in relevant field or equivalent experience in a customer service environment.
• Strong MS Office skills, especially Excel, to create and analyze data.
• Experience with ERP systems (SAP) and cross-functional collaboration.

Responsibilities

• Coordinate Kaizen events affecting Customer Service and ensure follow-up actions are completed.
• Own and align Customer Service Policy Deployment projects with Milan policies.
• Create and manage continuous improvement communications for the department.

Skills

Excel proficiency

Interpersonal skills

Leadership

Education

BS degree in relevant field

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
• 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