Customer Relations - Process & Systems Lead

Position Summary:

The Customer Relations Process & Systems Lead oversees The Order Entry Team responsible for order entry, automation support, and other systems within the Customer Relations department. This role also leads continuous improvement efforts to increase productivity, reduce costs, improve time management, and elevate our Customers’ experience and provides recommendations on related aspects of the Customer Relations process and systems landscape, including the ERP system, Robotic Process Automation (RPA), and AI solutions.

Essential Duties and Responsibilities:

• Embodies the company's culture and values with integrity in all interactions.

• Fosters a positive customer experience at every stage of the customer journey.

• Leads The Order Entry Team responsible for process support functions, including order entry and

automation support.

• Proactively identifies pain points in Order Management and develops solutions to address them.

• Coaches and develops team members on continuous improvement to deliver the highest level of

service to customers and internal stakeholders.

• Tracks and reports department metrics, and drives performance to achieve results.

• Analyzes operating data and systems to develop and recommend solutions that improve operational

efficiency, reduce process errors, and lower costs.

• Works closely with IT and ERP partners to troubleshoot issues related to Customer Relations, including

but not limited to the functions of order entry, material allocation, item fulfillment, Customer Relations

dashboard functionality and usage, and system reporting.

• Assesses team training needs and oversees continuous improvement initiatives.

• Assists in defining, recommending, and implementing improved standards and procedures that ensure

optimal customer experience.

• Reviews and approves time-off requests to ensure adequate staffing coverage.

Key Strengths:

• Strong analytical, communication, and organizational skills, with a detail-oriented, problem-solving

approach to daily operations.

• Sound leadership, critical thinking, and time management skills to guide the team and prioritize

competing demands.

Qualifications:

• Bachelor's degree or equivalent experience.

• Well-demonstrated and consistent emotional intelligence.

• Ability to learn, comprehend, and document business systems and processes.

• Demonstrated critical thinking and problem-solving capabilities.

• Proficient with Microsoft Office (Outlook, Word, Excel), ERP systems (NetSuite), AI platforms (e.g.,

Claude, Copilot), and Robotic Process Automation (RPA) applications