Our busy Manufacturing client in the Dungannon area requires a Customer Experience Manager to join their Quality Team. As the Customer Experience Manager, you will take a leading role in ensuring that effective quality processes, plans, and reporting are in place to make sure that the quality standard of the company’s products continues to meet world-class quality standards. This role will require the successful candidate to work closely with the department’s Quality Manager in resolving repeat customer replacements.
MAIN RESPONSIBILITIES:
* Maintain and continuously improve highly effective procedures for complaint processing and investigation.
* Handle customer complaints promptly and effectively.
* Liaise with the Customer Services Team in resolving customer quality-related issues and provide a point of escalation for the Customer Services Team where required.
* Attend regular meetings with Customers and act as the company’s quality representative.
* Monitor customer feedback, respond and act where necessary - identify trends and proactively trend the status of Customer Replacement and associated Quality Metrics.
* Liaise with the Quality Manager and production departments to provide solutions and drive closure of Replacement NCRs and ultimately reduce recurring issues and close-out times.
* Ensure Quality Metric data is accurate and always reflects actuals.
* Conduct a Root Cause Analysis and assign area responsibility for the implementation of Corrective Action for Customer Complaints and Customer Replacements.
* Support the Quality Team in relation to the implementation of Quality Standards across all products.
* Any other reasonable duties which may be required by management from time to time.
SKILLS REQUIRED
* Strong technical knowledge which can be applied to a Manufacturing Environment.
* Ability to build strong Customer relationships and be a team player.
* Self-motivated individual and able to multi-task and prioritise own work.
* A can-do, find-a-way attitude.
* Experience of delivering high-quality work to deadlines.
* Creativity, diplomacy, self-motivation, and self-confidence.
* Must display initiative and integrity.
* Excellent interpersonal and communication skills.
* Proficient in Microsoft Office; specifically the use of Microsoft Excel to filter, identify, analyse and interpret trends or patterns in data.
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