Director Global Process and Systems Owner - Customer Service

Date: Jun 4, 2024

Location: Poznan, WP, PL, 60-166

Company: W. R. Grace & Co.

Requisition ID: 22954 

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

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 location.

The Global Process Owner will play a pivotal role in Grace's operations by establishing, leading, and overseeing the global Customer Service (Order to Cash) processes and systems. This position holds responsibility for designing, executing, and implementing controls to ensure the effective governance of Grace's Customer Service operations on a worldwide scale.

Key duties include defining and implementing standards, policies, and processes to drive best-in-class performance and value across the organization. They will spearhead efforts to establish company-wide standards and continuously track performance metrics. This role requires collaboration with various business teams and functional support to ensure alignment with strategic objectives.

Successful candidates will possess strategic agility, sound judgement, resilience, strong organizational skills, and the ability to influence and innovate. They should have extensive experience and expertise in Customer Service and Order to Cash processes, as well as proficiency in ERP systems, customer service, logistics, warehousing, supply chain systems, and master data governance.


  • 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

Key Competencies

  • Relationship Building: Build trust and rapport with stakeholders.
  • Communication: Effectively listen and communicate with diverse stakeholders.
  • Conflict Management: Resolve tensions diplomatically.
  • Collaboration: Work with teams to achieve shared goals.
  • Priority Setting: Identify and prioritize critical topics.
  • Change Leadership: Drive and implement change initiatives.
  • Detail Orientation: Ensure accuracy in managing data and activities.
  • Process Optimization: Streamline processes for efficiency.

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


  • Annual bonus
  • Remote work policy
  • Premium Medical Insurance (for employee & family members)
  • Life Insurance (for employee & family members)
  • Reimbursement for glasses for computer work
  • Sports Card (goFIT)
  • Language Courses

Leadership Competencies

Drives Engagement

Drives Results

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.