Customer Service Key User/Continuous Improvement Coordinator

Freudenberg Group•Milan, OH

25d

About The Position

The Customer Service Key User/Continuous Improvement Coordinator supports the Customer Service department’s order management and continuous improvement work. The role coordinates Kaizen events and follows up on action items, owns Customer Service Policy Deployment projects and their integration and prioritization with Milan Policy Deployment projects, manages continuous improvement communications, and oversees the department’s 5S program. The coordinator also participates in learning opportunities offered by the Milan GROWTTH team as applicable. The position helps assure a smooth and efficient Order Management process in accordance with guidelines while retaining appropriate customer account responsibilities. It supports systematic and departmental process improvements, including improvements to department KPIs such as Delivery Reliability, Delivery Creation Accuracy, Customer Past Dues, and Confirmation Rate. The role also supports customer satisfaction through timely organizational escalation and promotes teamwork across employees and the organization. The coordinator manages competing daily requirements and multiple projects, prioritizes and delegates work with clear expectations, and contributes to metrics reviews. The role documents work instructions, maintains records through QMS, evaluates business processes, and recommends and implements improvements using structured problem-solving techniques and lean concepts. It supports quality investigations to establish root causes and effective countermeasures, and works with operations leadership to promote a consistent culture of excellence.

Requirements

Bachelor of Science degree in a relevant field preferred and/or 3–5+ years of equivalent experience in a customer service environment.
Strong Microsoft 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 to successfully lead a project team.
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-impacting Kaizen events, support their execution, and follow up on action items through 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.
Support a smooth and efficient Order Management process according to guidelines while maintaining customer account responsibilities as appropriate.
Develop action plans and execute continuous improvement initiatives to improve departmental processes and KPIs, including Delivery Reliability, Delivery Creation Accuracy, Customer Past Dues, and Confirmation Rate.
Provide timely organizational escalation to support customer satisfaction.
Foster teamwork among employees and across the organization.
Manage multiple priorities in a dynamic office environment and ensure timely completion of daily customer requirements.
Manage multiple projects simultaneously; make prioritization decisions 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 independently and on project teams using structured problem-solving techniques and lean concepts.
Support quality investigations to clarify root causes and establish effective countermeasures.
Collaborate with operations leadership to promote a consistent culture of excellence.