Share this Job

Director, Customer Service Global Process Owner

Date: Nov 18, 2022

Location: Columbia, MD, US, 21044

Company: W. R. Grace & Co.

Requisition ID: 21387 

Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 4,300 people in over 30 countries.

Job Description


 

We are hiring the Director Global Process and Systems Owner - Customer Service (Order to Invoice) Center of Excellence. The role reports to the  Sr. Director Business Process and Supply Chain Center of Excellence and will be located out of our corporate headquarters in Columbia, MD with a hybrid schedule Mondays, Wednesdays, Thursdays in-office, and Tuesdays and Fridays flexible.

 

Grace is embarking on a global improvement transformation. The Director Global Process and Systems Owner - Customer Service (Order to Invoice) Center of Excellence will establish, lead, and govern the Grace’s global Customer Service (Order to Invoice) Process and Systems. This role will design, execute, and implement controls for the governance of the enterprise-wide Customer Service (Order to Invoice) organization, primarily focused on attaining and sustaining best-in-class performance and value. Once standards are established, this role will work across the enterprise to effectively implement and maintain compliance. This work will require collaboration with operations and functional support to gain alignment on the overall strategic shift. 

Responsibilities

 

Process design:

  • Manage projects to implement improvements to the process.
  • Document the current process description in the Customer Service (Order to Invoice), playbook and update when needed.
  • Assess the current process maturity collaboration with Customer Service (Order to Invoice) leaders across different business units and geographies.
  • Provide SAP functional expertise for all order-to-Invoice and shipping processes, including customer, material, and pricing master data, sales orders, returns, credit memos, debit memos, STO, deliveries, and billings 
  • Department lead the SAP SD business / functional initiatives for SD enhancement projects, SAP SD upgrades and related projects. (Scope include requirements identification, liaison with IT team, testing, training etc.)  
  • Align changes to the process as impacted by other changes (e.g., organizational changes in commercial or finance, company structure, M&A, etc.)

 

Team creation:

  • Support the hiring, training and onboarding of new Customer Service (Order to Invoice) employees overall process.
  • Define the competency model and assessment for Customer Service (Order to Invoice) roles.

 

Technology enablement:

  • Provide SAP functional expertise for all order-to-Invoice and shipping processes, including customer, material, and pricing master data, sales orders, returns, credit memos, debit memos, STO, deliveries, and billings 
  • Department lead the SAP SD business / functional initiatives for SD enhancement projects, SAP SD upgrades and related projects. (Scope include requirements identification, liaison with IT team, testing, training etc.)  
  • Enable process design through technology and analytics.

 

Measurement and continuous improvement:

  • Define key metrics of Customer Service (Order to Invoice) and description of each metric.
  • Tracks benefits and improvement into the business.
  • Channels continuous improvement ideas across the COE and selects suitable ones to turn into projects.

Required Qualifications

 

  • Bachelor’s degree
  • 10 - 15 years of experience in end-to-end supply chain with a primary focus in Customer Service (Order to Invoice), Logistics, and Warehousing
  • Knowledge of TMS system functionality and capabilities
  • Experience building and implementing new technology, best practices, framework
  • Ability to travel requirement up to 25% including international travel
  • Experience in Customer Service (Order to Invoice) coordination across more than one business unit with an Enterprise SD platform
  • Deep functional knowledge of data, processes, and integration points with SD and other SAP modules, SAP, and industry-standard best practices
  • Ability to travel requirement up to 25% including international travel

Preferred Qualifications

 

  • Understanding of the Specialty Chemical industry.
  • Master’s degree or MBA 

Benefits

Medical, Dental, Vision Insurance
Life Insurance and Disability 
Grace Wellness Program
Flexible Workplace 
Retirement Plans  
401(k) Company Match – Dollar to dollar up to the first 6%
Paid Vacation and Holidays
Parental Leave (salaried only)
Tuition Reimbursement 
Company Donation Match Program

 

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.


Nearest Major Market: Baltimore