Customer Service Quality Coordinator needed for expanding international manufacturing company. This company offers stability, advancement opportunities, an excellent compensation package, annual bonus potential, and a tenured team.
TYPE: Direct Hire - Hybrid Schedule - Must be located within North or South Carolina
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
HOW YOU ARE QUALIFIED FOR THE CUSTOMER SERVICE QUALITY COORDINATOR:
- 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
