Customer Service Key User/Continuous Improvement Coordinator

Location: Milan, Ohio, United States

Company

hirify.global is part of the Freudenberg Group.

What you will do

• Coordinate Customer Service Kaizen events and follow up on action items through completion.
• Own Customer Service Policy Deployment projects and align priorities with Milan Policy Deployment projects.
• Manage continuous improvement communications and the department 5S program.
• Support efficient order management, customer account activities, escalations, and customer satisfaction.
• Analyze and improve departmental processes and KPIs, including delivery reliability, delivery creation accuracy, customer past dues, and confirmation rate.
• Document work instructions, support quality investigations, identify root causes, and implement effective countermeasures with operations leadership.

Requirements

• Bachelor’s degree in a relevant field preferred, or 3–5+ years of equivalent customer service experience.
• Strong Microsoft Office skills, including intermediate or advanced Excel skills for creating, manipulating, and analyzing spreadsheets and databases.
• Experience with ERP systems and SAP required.
• Strong interpersonal communication, leadership, project management, and prioritization skills.
• Experience with problem-solving, lean and continuous improvement methodologies, and ISO requirements preferred.
• Ability to work independently, manage multiple priorities, and lead project teams in a fast-paced office environment; Green Belt certification preferred.

Culture & Benefits

• Full-time work in a dynamic office environment.
• Opportunities to participate in learning activities through the Milan GROWTTH team.
• Work focused on teamwork, customer orientation, innovation, accountability, and a culture of operational excellence.
• Equal opportunity employment and commitment to diversity and inclusion.