Customer Service Process Excellence & Systems Manager

Quaker Houghton; Conshohocken, Northern (Montgomery County, KY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive pay & benefits

Volunteer time off

Casual dress code

Professional development support

Job summary

Quaker Houghton in Conshohocken, PA, seeks a Customer Service Process Excellence & Systems Manager to lead global process improvement across Customer Service and Order-to-Cash. You will drive standardization, scalability, and efficiency, partnering with CS, Supply Chain, Finance, IT, and other teams to simplify processes and accelerate digital transformation.

You will own the program governance, design and implement automation, RPA, and AI-enabled tools, develop business cases, track benefits,

Responsibilities

• Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes.
• Identify opportunities to improve service quality, efficiency, customer experience, and process standardization.
• Facilitate problem-solving methodologies to drive sustainable process improvements.
• Conduct process mapping, value-stream analysis, and root-cause investigations to identify improvement opportunities.
• Develop and implement standardized best practices across regions and customer service teams.
• Establish continuous improvement governance and track realization of identified benefits
• Lead initiatives to automate manual processes and reduce transactional complexity across Customer Service operations.
• Evaluate and implement workflow automation, robotic process automation (RPA), AI-enabled solutions, and digital tools where appropriate.
• Partner with business stakeholders to redesign processes that improve customer experience and operational performance.
• Develop business cases that quantify expected business benefits, productivity gains, and return on investment.
• Monitor post-implementation performance and benefits realization against project objectives.
• Serve as the business owner for Customer Service technology platforms and supporting systems.
• Define business requirements for system enhancements, upgrades, integrations, and new technology implementations.
• Partner with IT, Digital, and external providers to prioritize and execute technology roadmaps.
• Ensure system capabilities support standardized business processes and evolving organizational needs.
• Manage testing, user acceptance activities, and business readiness for system deployments.
• Maintain a pipeline of technology improvement opportunities and innovation initiatives.
• Analyze end-to-end O2C performance to identify bottlenecks, service failures, and process inefficiencies.
• Drive improvements in order management, customer communications, dispute resolution, invoicing, and fulfillment-related processes.
• Collaborate with Customer Service leaders to improve operational performance through process redesign and technology adoption.
• Support global standardization initiatives to reduce process variation and increase scalability.
• Promote a customer-centric approach in all improvement and system enhancement activities.
• Lead organizational change efforts associated with process and technology transformations.
• Develop communication, training, and stakeholder engagement plans to drive successful adoption.
• Partner with the Policies, Procedures & Training Lead to ensure documentation and training materials remain current following process and system changes.
• Establish feedback mechanisms to measure user adoption and identify opportunities for further improvement.
• Act as a change champion and advocate for continuous improvement across the organization.
• Manage a portfolio of Customer Service improvement and systems initiatives.
• Prioritize projects based on business value, strategic alignment, customer impact, and resource availability.
• Facilitate governance reviews and provide project status updates to leadership teams.
• Identify risks and mitigation strategies to ensure successful project delivery.
• Track and report realized operational and financial benefits resulting from improvement initiatives.

Job description

Customer Service Process Excellence & Systems Manager

The Continuous Improvement & Systems Lead is responsible for driving global process excellence, operational transformation, automation, and technology enablement across the Customer Service and Order-to-Cash (O2C) organization. This role serves as the primary business leader for continuous improvement initiatives and Customer Service systems, ensuring processes are standardized, scalable, efficient, and aligned with business objectives.
Working closely with Customer Service, Supply Chain, Finance, Commercial, IT, and Business Excellence teams, the role identifies opportunities to simplify processes, eliminate waste, improve customer experience, and leverage technology to enhance productivity and service performance. The position acts as a catalyst for change, leading strategic initiatives that improve operational effectiveness while supporting the organization's digital transformation roadmap

Job Description

Continuous Improvement & Process Excellence

• Lead the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes.
• Identify opportunities to improve service quality, efficiency, customer experience, and process standardization.
• Facilitate problem-solving methodologies to drive sustainable process improvements.
• Conduct process mapping, value-stream analysis, and root-cause investigations to identify improvement opportunities.
• Develop and implement standardized best practices across regions and customer service teams.
• Establish continuous improvement governance and track realization of identified benefits

Process Transformation & Automation

• Lead initiatives to automate manual processes and reduce transactional complexity across Customer Service operations.
• Evaluate and implement workflow automation, robotic process automation (RPA), AI-enabled solutions, and digital tools where appropriate.
• Partner with business stakeholders to redesign processes that improve customer experience and operational performance.
• Develop business cases that quantify expected business benefits, productivity gains, and return on investment.
• Monitor post-implementation performance and benefits realization against project objectives.
• Serve as the business owner for Customer Service technology platforms and supporting systems.
• Define business requirements for system enhancements, upgrades, integrations, and new technology implementations.
• Partner with IT, Digital, and external providers to prioritize and execute technology roadmaps.
• Ensure system capabilities support standardized business processes and evolving organizational needs.
• Manage testing, user acceptance activities, and business readiness for system deployments.
• Maintain a pipeline of technology improvement opportunities and innovation initiatives.

Customer Service & O2C Optimization

• Analyze end-to-end O2C performance to identify bottlenecks, service failures, and process inefficiencies.
• Drive improvements in order management, customer communications, dispute resolution, invoicing, and fulfillment-related processes.
• Collaborate with Customer Service leaders to improve operational performance through process redesign and technology adoption.
• Support global standardization initiatives to reduce process variation and increase scalability.
• Promote a customer-centric approach in all improvement and system enhancement activities.

Change Management & Adoption

• Lead organizational change efforts associated with process and technology transformations.
• Develop communication, training, and stakeholder engagement plans to drive successful adoption.
• Partner with the Policies, Procedures & Training Lead to ensure documentation and training materials remain current following process and system changes.
• Establish feedback mechanisms to measure user adoption and identify opportunities for further improvement.
• Act as a change champion and advocate for continuous improvement across the organization.
• Manage a portfolio of Customer Service improvement and systems initiatives.
• Prioritize projects based on business value, strategic alignment, customer impact, and resource availability.
• Facilitate governance reviews and provide project status updates to leadership teams.
• Identify risks and mitigation strategies to ensure successful project delivery.
• Track and report realized operational and financial benefits resulting from improvement initiatives.

About Us

At Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates and offers competitive compensation and benefit programs.

What's in it for you

• Competitive pay programs with excellent career growth trajectory
• Paid time off for volunteerism
• Dress for your day; how you dress is determined by what your day may bring
• Opportunity to participate in comprehensive benefit options including: Medical, Dental, Vision, Parental Leave, Holiday Pay, Paid Time Off, Tuition Reimbursement, and Savings Plan
• Work for a global leader in the industrial process fluids industry

Quaker Houghton provides equal employment opportunity for all qualified candidates. Quaker Houghton does not discriminate against any candidate for employment based on race, color, religion, sex, gender, gender identity or expression, affectional or sexual orientation, pregnancy, age, creed, ancestry, national origin, citizenship, marital or domestic partnership or civil union status, veteran’s status, physical/mental disability, genetic information, or any other category protected by U.S federal, state, and/or local employment law. Furthermore, Quaker Houghton is committed to providing reasonable accommodations to qualified candidates with physical and/or mental disabilities.