Customer Quality Specialist

2 days ago

Frankfort, United States Masis Professional Group Full time

Job Posting: Customer Quality Specialist (CQS)

Job Summary: We are seeking a detail-oriented and customer-focused Customer Quality Specialist (CQS) to manage the end-to-end claims process, ensuring timely resolution and customer satisfaction. In this role, you will act as the primary point of contact for customers, handling claims, conducting thorough investigations, and coordinating with internal teams to address issues effectively.

Essential Duties and Responsibilities:

As the Customer Quality Specialist, your primary responsibilities will include:

  • Managing the Customer Complaint and Corrective Action Logs.
  • Conducting root cause analysis for customer complaints using problem-solving tools.
  • Ensuring timely and accurate responses to customer complaints in line with established procedures.
  • Negotiating with customers on sorting, material returns, or replacements, and preparing credit notes or replacement materials.
  • Maintaining up-to-date documentation for complaints and corrective actions in the QT9 system.
  • Ensuring closed corrective actions are supported by evidence and that process documents, such as Flow Diagrams, FMEA, and Control Plans, are updated and verified for effectiveness.
  • Overseeing customer complaint systems/portals and inspections related to quality containments/sorting.
  • Managing the costs of non-quality and tracking Key Performance Indicators (KPIs) related to customer claims.
  • Implementing 5S principles and ensuring compliance with IATF 16949 and corporate/customer requirements.
  • Leading corrective action meetings and ensuring timely completion of required actions.
  • Monitoring and updating risk matrices, containment procedures, and process diagrams.

Additional Responsibilities:

  • Supporting internal audits and ensuring compliance with ISO 14001 environmental standards.
  • Performing other duties as assigned by management.

Authority and Scope:

The Customer Quality Specialist has the authority to halt production processes if product non-conformities or issues are identified. This role focuses on customer complaints and process quality assurance.

Qualifications:

To succeed in this role, you should possess the following:

  • A Bachelors degree in Engineering or a related field.
  • A minimum of 2 years of experience in the manufacturing sector (automotive quality experience preferred).
  • At least 1 year of experience managing customer complaints.
  • Knowledge of AIAG Core Tools (APQP, PPAP, PFMEA, Control Plan, MSA, SPC).
  • Proficiency in interpreting the IATF 16949 standard and experience as an internal auditor.
  • Skills in engineering drawing interpretation (GD&T), process mapping, and problem-solving (e.g., 8D, 5Why, Fishbone Diagram).
  • Strong organizational, communication, and analytical skills.

Technical Skills:

  • Proficiency in Microsoft Office 365 (Outlook, Excel, PowerPoint, Word).
  • Familiarity with ERP systems (e.g., JDE) and statistical software (e.g., Minitab, Power BI) is a plus.

Competencies:

The role requires a high level of problem-solving ability, effective communication, and organizational skills to meet the demands of a fast-paced, quality-driven environment.

Work Environment:

This position offers a dynamic work environment where your expertise in quality management and customer satisfaction will directly impact the companys success.

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