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Customer Service Quality Coordinator

Charlotte, NC

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Description

Customer Service Quality Coordinator needed for expanding international manufacturing company. This company offers stability, advancement opportunities, an excellent compensation package, and a tenured team. 

TYPE: Direct Hire - Hybrid Schedule     

CUSTOMER SERVICE QUALITY COORDINATOR DUTIES WILL INCLUDE:

  • Tracking open returns and customer quality reports
  • Working on case resolutions for escalated customer issues
  • Working with process owners to implement improvements
  • Generating comprehensive reports for the senior management team
  • Working closely with various internal departments including operations, the quality team, accounts receivable, customer service, engineering, and technical support
  • Reviewing, interpreting, and accurately coding customer return request for warranty and commercial reason
  • Reporting on open returns by time open, type, and average resolution times
  • Managing and delivering elevated service levels to various strategic customers
  • Analyzing, preparing, and reviewing weekly and monthly customer support KPIs, and make recommendations for improvement with supporting data

Job Requirements

HOW YOU ARE QUALIFIED FOR THE SENIOR CUSTOMER REPRESENTATIVE:

  • Bachelor’s Degree in business administration, Engineering, or a related field required
  • 5 of more years of quality experience in a manufacturing environment
  • Experience working as a customer advocate with high commercial aptitude
  • Active problem solving, and handling multiple projects at one time
  • Must have well organized communication skills in order to collaborate with cross functional teams within the organization
  • Must be proficient in current Microsoft programs, presentations, graphics, PDF, Salesforce CRM, and ERP software
  • Familiarity with Lean concepts and process improvement tools
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