Customer Service Coordinator + SAP Key User

• Manage customer orders from receipt through shipment and invoicing.
• Serve as the primary contact for customer inquiries regarding order status, delivery schedules, pricing, product availability, and returns.
• Monitor and communicate order changes, delays, backorders, and supply constraints.
• Coordinate with Planning, Production, Shipping, Purchasing, and Sales to ensure customer expectations are met.
• Proactively resolve customer concerns and service issues to minimize business disruptions.
• Maintain customer master data, pricing information, and order records within SAP.
• Support inventory management efforts by monitoring customer demand and communicating forecast changes.
• Assist with month-end activities, reporting requirements, and customer performance metrics.
• Develop strong working relationships with internal and external customers to support long-term business partnerships.
• Serve as the primary SAP resource for Customer Service processes and transactions.
• Provide day-to-day support and troubleshooting for SAP users within Customer Service.
• Lead SAP testing activities related to system upgrades, enhancements, and process improvements.
• Develop and maintain standardized work instructions, training materials, and process documentation.
• Train new and existing employees on SAP transactions, best practices, and process compliance.
• Partner with IT, Business Process Owners, and Global SAP teams to implement system improvements.
• Monitor data accuracy and integrity for customer master data, material masters, pricing records, and order management information.
• Identify opportunities to improve efficiency through SAP functionality, automation, and process standardization.
• Support reporting, analytics, and KPI development utilizing SAP data.
• Participate in continuous improvement initiatives and Freudenberg operational excellence programs.

• Associate’s degree required; Bachelor’s degree in Business, Supply Chain, Operations, or related field preferred.
• Minimum 3-5 years of customer service, order management, supply chain, or manufacturing experience.
• Experience within a manufacturing environment strongly preferred.
• SAP ERP experience required.
• Previous SAP Key User, Super User, or process ownership experience preferred.
• Experience supporting continuous improvement or business process optimization initiatives preferred.
• Strong understanding of customer service and order-to-cash processes.
• Working knowledge of production planning, inventory management, logistics, and supply chain operations.
• Advanced SAP knowledge, particularly within Sales & Distribution (SD) functions.
• Strong problem-solving and analytical skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced manufacturing environment.
• Strong communication and interpersonal skills with the ability to work effectively across all levels of the organization.
• Proficiency in Microsoft Excel, Power BI, and Microsoft Office applications.
• Ability to train and support users while driving process compliance and continuous improvement.

Working at Freudenberg: “We will wow your world!” This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.

We at Freudenberg-NOK Sealing Technologies run the business operations of Freudenberg Sealing Technologies (FST) in the Americas. Being part of the global Freudenberg Group, our company is a leading producer of advanced sealing technologies for automotive and general industries. Freudenberg-NOK Sealing Technologies is a joint venture between Freudenberg and NOK Corp. in Japan, is headquartered in Plymouth, MI, operates more than 20 facilities and employs about 4,700 people across the Americas.