Customer Service Business Process Lead - SAP

Key Responsibilities

• Lead the documentation, governance, and continuous improvement of Customer Service business processes to support operational consistency, scalability, and business growth.
• Serve as the business process owner for Customer Service by evaluating current workflows, identifying opportunities for optimization, and implementing sustainable solutions that improve efficiency, quality, and customer satisfaction.
• Develop and maintain standard operating procedures, work instructions, and process documentation.
• Drive process governance and ensure consistent execution across the Customer Service organization.
• Identify opportunities to simplify workflows, eliminate inefficiencies, and improve the customer experience.

Data Governance & Operational Excellence

• Ensure Customer Service master data is accurate, complete, and governed according to business standards.
• Partner with Master Data, IT, and business stakeholders to resolve data integrity issues.
• Monitor operational KPIs and leverage data to drive business decisions and process improvements.
• Support ongoing governance of Customer Service processes within SAP.

Organizational Readiness & Training

• Develop and execute Customer Service SAP training plans.
• Create and maintain training materials and knowledge resources.
• Facilitate end-user training and reinforce adoption of new processes.
• Coach employees through process changes and system enhancements.
• Monitor user adoption and recommend additional training opportunities.

Cross-Functional Leadership

• Partner across the organization to ensure Customer Service has the information, resources, processes, and organizational support necessary to enable business objectives.
• Influence cross-functional decision making by representing Customer Service priorities and ensuring business processes are aligned across the organization.
• Represent Customer Service during process design, testing, and continuous improvement initiatives.
• Serve as the Customer Service subject matter expert for SAP-related initiatives.

SAP Implementation Leadership

• Coordinate Customer Service readiness activities leading up to SAP deployment.
• Lead Customer Service hypercare following implementation.
• Prioritize business-critical issues and coordinate timely resolution.
• Partner with IT and business teams to resolve defects and improve system performance.

Functional Leadership & Team Development

• Provide functional leadership and daily direction to Customer Service personnel.
• Foster employee engagement through coaching, mentorship, and knowledge sharing.
• Support onboarding, capability development, and succession planning.
• Support performance management activities through coaching, feedback, recognition, and reinforcement of organizational expectations.
• Recommend organizational improvements that enhance scalability and operational effectiveness.
• Serve as a trusted resource for complex operational issues and business decisions.

Position Impact

• Customer Service operational effectiveness
• SAP adoption
• Customer experience and customer satisfaction
• Order-to-Cash efficiency
• Cross-functional collaboration
• Process standardization
• Employee capability, knowledge transfer, and organizational readiness
• Organizational scalability

General Responsibilities

• Maintain compliance with all company quality, safety, environmental, and regulatory requirements.
• Support SOX, ISO, and other audit activities as required.
• Follow all company policies and procedures.
• Perform other duties as assigned.