Customer Service Business Process Lead (SAP)

Location: Apex, North Carolina, United States

Salary: $60,195–$85,000 annual

Company

hirify.global develops precision-engineered components and subsystems for healthcare, advanced manufacturing, robotics, minimally invasive surgery, and 3D metal printing.

What you will do

• Own, document, govern, and continuously improve Customer Service business processes.
• Standardize workflows, operating procedures, and work instructions to improve efficiency, quality, scalability, and customer satisfaction.
• Govern Customer Service master data, resolve data integrity issues, and use operational KPIs to drive improvements.
• Develop and deliver SAP training plans, materials, and end-user enablement while monitoring adoption.
• Coordinate Customer Service readiness for SAP deployment, lead post-implementation hypercare, and prioritize issue resolution.
• Provide functional leadership, coaching, mentorship, and cross-functional representation for Customer Service initiatives.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, Engineering, Health Sciences, or a related field, or equivalent experience.
• At least five years of experience in Customer Service, Customer Operations, Order Management, or Sales Operations.
• Experience supporting ERP systems and participating in ERP implementations or major business system transformations; SAP experience is strongly preferred.
• Strong understanding of Order-to-Cash processes and the ability to analyze operational data and convert findings into improvements.
• Experience developing training materials and facilitating end-user training.
• Strong stakeholder influence, communication, organization, problem-solving, and project coordination skills.

Nice to have

• SAP SD or equivalent Order-to-Cash ERP experience.
• Experience leading cross-functional initiatives, coaching employees, or managing business process improvement projects.

Culture & Benefits

• Collaborative culture focused on teamwork, empowerment, and employee development.
• Medical, financial, and other benefits for full-time employees.
• Potential performance-based incentive and long-term incentive eligibility for certain roles.
• Compliance responsibilities include quality, safety, environmental, regulatory, SOX, and ISO requirements.