Customer Service Key User/Continuous Improvement Coordinator

Freudenberg•Milan, OH

24d

About The Position

The Customer Service Key User/Continuous Improvement Coordinator supports an efficient customer service and order management operation while leading and implementing departmental process improvements. The role coordinates Customer Service Kaizen events, follows up on action items, owns Customer Service Policy Deployment projects, and aligns priorities with Milan Policy Deployment projects. It also manages continuous improvement communications and the department’s 5S program, and participates in applicable learning opportunities with the Milan GROWTTH team. The position supports customer satisfaction through timely organizational escalation, customer account responsibilities as appropriate, and oversight of daily customer requirements. It contributes to departmental KPIs, including Delivery Reliability, Delivery Creation Accuracy, Customer Past Dues, and Confirmation Rate, by developing action plans and executing continuous improvement initiatives. The coordinator works independently and with project teams to assess business processes, apply structured problem-solving and lean concepts, support quality investigations, document work instructions, maintain records through QMS, and collaborate with operations leadership to promote a consistent culture of excellence. The role requires managing multiple priorities and projects in a dynamic office environment, making prioritization decisions, and providing clear direction and expectations when delegating.

Requirements

Bachelor of Science degree in a relevant field preferred and/or 3–5+ years of equivalent experience in a customer service environment.
Strong MS Office skills, including intermediate-to-advanced Excel skills and the ability to create, manipulate, and analyze spreadsheets and databases.
Experience with ERP/SAP required.
Exceptional interpersonal communication and leadership skills required to lead a project team successfully.
Ability to use problem-solving techniques.
Ability to prioritize and manage multiple tasks in a fast-paced environment and work independently with little supervision.

Nice To Haves

Experience with problem solving, project management, and lean/continuous improvement methodologies.
Strong understanding of ISO requirements.
Green Belt certification.

Responsibilities

Coordinate Customer Service Kaizen events and follow up on action items to drive their completion.
Own the purpose and process for Customer Service Policy Deployment projects and integrate and prioritize them with Milan Policy Deployment projects.
Create and manage continuous improvement communications.
Manage the department’s 5S program.
Participate in applicable learning opportunities presented by the Milan GROWTTH team.
Help assure a smooth and efficient Order Management process in accordance with guidelines, while maintaining customer account responsibilities as appropriate.
Lead, support, and implement systematic and departmental process improvements, including initiatives related to Delivery Reliability, Delivery Creation Accuracy, Customer Past Dues, and Confirmation Rate KPIs.
Create action plans and execute continuous improvement initiatives on processes.
Provide timely organizational escalation to support customer satisfaction.
Foster teamwork among employees and across the organization.
Plan for and ensure timely and successful completion of daily customer requirements while managing multiple priorities in a dynamic office environment.
Manage multiple projects simultaneously; prioritize work and delegate with clear direction and expectations.
Provide input to and adhere to metrics review processes.
Document work instructions as needed and ensure records are maintained through QMS.
Evaluate business processes and recommend improvements; analyze, design, and implement process improvements using structured problem-solving techniques and lean concepts.
Support quality investigations to establish root causes and put effective countermeasures in place.
Collaborate with the operations leadership team to promote a consistent culture of excellence.