SAP Customer Service Process Lead

Novanta Inc.; Apex (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

Novanta Inc. seeks a Customer Service Business Process Lead - SAP to guide the SAP transformation and ongoing operations. You will own Customer Service processes, data governance, user readiness, and cross-functional collaboration across IT and business units.

You will drive standardization, training, and continuous improvement, lead readiness and hypercare, and mentor the Customer Service team to ensure exceptional service and order-to-cash efficiency.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Engineering, Health Sciences, or related field.
• 5+ years of experience in Customer Service, Customer Operations, Order Management, or Sales Operations.
• Experience supporting ERP systems, with SAP experience strongly preferred.
• Experience developing training materials and facilitating end-user training.

Responsibilities

• Lead documentation, governance, and continuous improvement of Customer Service processes to support consistency and growth.
• Ensure Customer Service master data is accurate and governed; monitor operational KPIs.
• Develop and execute SAP training plans and knowledge resources for end users.
• Coordinate readiness activities and hypercare around SAP deployment; resolve defects post-implementation.
• Provide functional leadership and daily direction to Customer Service personnel; coach and develop staff.

Skills

Analytical

Organizational skills

Problem solving

Project coordination

Communication skills

Education

Bachelor's degree

Tools

SAP

Job description

Novanta Inc. seeks a Customer Service Business Process Lead - SAP to guide the SAP transformation and ongoing operations. You will own Customer Service processes, data governance, user readiness, and cross-functional collaboration across IT and business units.

You will drive standardization, training, and continuous improvement, lead readiness and hypercare, and mentor the Customer Service team to ensure exceptional service and order-to-cash efficiency.