Customer Service Process Excellence & Automation Lead

Quaker Houghton Support France Eurl; Conshohocken (Montgomery County); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental, Vision

Parental Leave

Job summary

Quaker Houghton is seeking a leader for Continuous Improvement & Process Excellence in Customer Service. You will drive the strategy and roadmap for order-to-cash improvements across global teams, identifying opportunities to enhance service quality, efficiency, and standardization.

You will champion automation, analytics, and digital tool adoption, partnering with IT and business stakeholders to redesign processes, quantify benefits, and sustain performance gains across regions.

Qualifications

• Identify opportunities to improve service quality, efficiency, and standardization across O2C.
• Lead governance and track realization of benefits from improvements.
• Collaborate with IT and business to implement automated and digital solutions.

Responsibilities

• Lead the Customer Service continuous improvement strategy and roadmap across global O2C processes.
• Develop and implement standardized best practices across regions and teams.
• Monitor post-implementation performance and benefit realization against objectives.

Skills

Continuous improvement

Process mapping

Root-cause analysis

Automation

Change management

Education

Bachelor's degree in Business/Engineering

Tools

RPA tooling

Workflow automation

ERP systems

Job description

Quaker Houghton is seeking a leader for Continuous Improvement & Process Excellence in Customer Service. You will drive the strategy and roadmap for order-to-cash improvements across global teams, identifying opportunities to enhance service quality, efficiency, and standardization.

You will champion automation, analytics, and digital tool adoption, partnering with IT and business stakeholders to redesign processes, quantify benefits, and sustain performance gains across regions.