Customer Service & SAP Specialist — Order-to-Cash

Freudenberg Sealing Technologies Pty

Milan Township (OH)

On-site

USD 60,000 - 90,000

Full time

5 days ago

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Benefits offered by this job

401K Match

Health Insurance

Paid Holidays

Vacation

Personal Development

Job summary

Freudenberg-NOK General Partnership in Milan, OH, is seeking a Customer Service Coordinator and SAP Key User to manage end-to-end customer orders in a fast-paced manufacturing setting. You will serve as the primary SAP resource for customer service, maintain master data, and collaborate across Planning, Production, Shipping, Purchasing, and Sales to ensure on-time delivery.

The role requires an Associate's degree, 3–5 years in customer service or order management, and strong SAP SD expertise.

Qualifications

Associate's degree required; Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
Minimum 3-5 years of customer service, order management, supply chain, or manufacturing experience.
Experience within a manufacturing environment strongly preferred.
SAP ERP experience required.
Previous SAP Key User, Super User, or process ownership experience preferred.
Experience supporting continuous improvement or business process optimization initiatives preferred.
Strong understanding of customer service and order-to-cash processes.
Working knowledge of production planning, inventory management, logistics, and supply chain operations.
Advanced SAP knowledge, particularly within Sales & Distribution (SD) functions.
Strong problem-solving and analytical skills.
Excellent organizational skills and attention to detail.
Ability to prioritize multiple tasks in a fast-paced manufacturing environment.
Strong communication and interpersonal skills with the ability to work effectively across all levels of the organization.
Proficiency in Microsoft Excel, Power BI, and Microsoft Office applications.
Ability to train and support users while driving process compliance and continuous improvement.

Responsibilities

Manage customer orders from receipt through shipment and invoicing.
Serve as the primary contact for customer inquiries regarding order status, delivery schedules, pricing, product availability, and returns.
Monitor and communicate order changes, delays, backorders, and supply constraints.
Coordinate with Planning, Production, Shipping, Purchasing, and Sales to ensure customer expectations are met.
Proactively resolve customer concerns and service issues to minimize business disruptions.
Maintain customer master data, pricing information, and order records within SAP.
Support inventory management efforts by monitoring customer demand and communicating forecast changes.
Assist with month-end activities, reporting requirements, and customer performance metrics.
Develop strong working relationships with internal and external customers to support long-term business partnerships.
Serve as the primary SAP resource for Customer Service processes and transactions.
Provide day-to-day support and troubleshooting for SAP users within Customer Service.
Lead SAP testing activities related to system upgrades, enhancements, and process improvements.
Develop and maintain standardized work instructions, training materials, and process documentation.
Train new and existing employees on SAP transactions, best practices, and process compliance.
Partner with IT, Business Process Owners, and Global SAP teams to implement system improvements.
Monitor data accuracy and integrity for customer master data, material masters, pricing records, and order management information.
Identify opportunities to improve efficiency through SAP functionality, automation, and process standardization.
Support reporting, analytics, and KPI development utilizing SAP data.
Participate in continuous improvement initiatives and Freudenberg operational excellence programs.