Customer Service Key User/Continuous Improvement Coordinator

Freudenberg Group; Milan Township (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

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.

Responsibilities

• 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

Skills

MS Office

Excel

Interpersonal communication

Leadership

Project management

Lean methods

Prioritization

Education

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

Tools

ERP / SAP

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