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Director, Global Process and Systems Owner – Customer Service
2 years ago
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Grace is seeking a Director, Global Process Owner Customer Service to join our Supply Chain Center of Excellence team! This role reports to our Senior Director, Supply Chain Center of Excellence located at our Columbia, Maryland, Worms, Germany or Poznan, Poland location.
- Develop and execute a companywide strategic roadmap to enhance Customer Service and Order to Cash maturity.
- Collaborate with key stakeholders across functions and business units to align on strategic objectives.
- Manage projects aimed at improving the Customer Service and Order to Cash processes.
- Document current process descriptions and update them as necessary in the Customer Service (Order to Cash) playbook.
- Assess process maturity in collaboration with leaders across different business units and geographies.
- Provide SAP functional expertise for order-to-cash and shipping processes, including master data management, sales orders, returns, and billing.
- Lead SAP SD business initiatives, including enhancement projects and upgrades, ensuring alignment with business requirements.
- Enable process design through technology and analytics, leveraging SAP functionality and other tools.
- Define key metrics for Customer Service and Order to Cash performance and track improvements.
- Drive continuous improvement initiatives by soliciting and evaluating ideas across the COE and implementing suitable projects.
Required Qualifications
- Familiarity with industry best practices and emerging trends in supply chain management.
- Proven track record of driving process improvements and achieving measurable results.
- 10 – 15 years of Customer Service Experience globally and coordinating across more than one business.
- Excellent knowledge of SAP and strong SD experience (7+ years).
- Deep functional knowledge of data, processes, and integration points with SD and other SAP modules, SAP, and industry standard best practices.
- Bachelor’s degree in supply chain or related field.
- Ability to travel requirement up to 25% including international travel.
Preferred Qualifications
- Change Management experience and the ability to adapt to evolving business needs.
- Six Sigma Blackbelt.
- Master’s degree in supply chain or related field.
- Chemical industry experience.