Customer Service Process Excellence & Systems Manager

Quaker Houghton•Conshohocken, PA

About The Position

This role leads the Customer Service continuous improvement strategy and roadmap across global Order-to-Cash processes. It involves identifying opportunities to improve service quality, efficiency, customer experience, and process standardization. The position also leads initiatives to automate manual processes, reduce transactional complexity, and evaluate/implement workflow automation, RPA, AI-enabled solutions, and digital tools. The manager serves as the business owner for Customer Service technology platforms and supporting systems, defining business requirements for enhancements, upgrades, integrations, and new technology implementations. They analyze end-to-end O2C performance to identify bottlenecks, service failures, and process inefficiencies, driving improvements in order management, customer communications, dispute resolution, invoicing, and fulfillment-related processes. Additionally, the role leads organizational change efforts associated with process and technology transformations, develops communication, training, and stakeholder engagement plans, and manages a portfolio of Customer Service improvement and systems initiatives.

Requirements

Expertise in the development, production, and application of industrial process fluids, lubricants, and coatings for the manufacturing industry.
Experience in leading continuous improvement strategies and roadmaps.
Proficiency in problem-solving methodologies.
Experience with process mapping, value-stream analysis, and root-cause investigations.
Experience in leading automation initiatives.
Familiarity with workflow automation, RPA, AI-enabled solutions, and digital tools.
Experience in developing business cases with ROI analysis.
Experience as a business owner for technology platforms.
Experience defining business requirements for system enhancements, upgrades, and integrations.
Experience managing testing and user acceptance activities.
Experience analyzing end-to-end processes to identify inefficiencies.
Experience driving improvements in order management, customer communications, dispute resolution, invoicing, and fulfillment.
Experience in leading organizational change efforts.
Experience developing communication, training, and stakeholder engagement plans.
Experience managing a portfolio of projects.
Experience prioritizing projects based on business value and strategic alignment.
Experience facilitating governance reviews and providing project status updates.
Experience identifying project risks and mitigation strategies.
Experience tracking and reporting operational and financial benefits.

Nice To Haves

Global Order-to-Cash process experience.
Experience with digital tools.
Experience with IT, Digital, and external providers.
Experience with global standardization initiatives.
Experience as a change champion.

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.

Benefits

Competitive pay programs with excellent career growth trajectory
Paid time off for volunteerism
Comprehensive benefit options including: Medical, Dental, Vision, Parental Leave, Holiday Pay, Paid Time Off, Tuition Reimbursement, and Savings Plan

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