QU02 - Customer Liaison

Challenge Manufacturing•Spartanburg, SC

36d•Onsite

About The Position

The Customer Liaison develops relationships with customers and communicates their needs and concerns to the relevant Challenge Manufacturing plant. The role requires understanding how Challenge products affect customer vehicles and build metrics, where parts enter the assembly process, and how they interface with other vehicle components. The liaison works with customer personnel and visits customer plants to strengthen cooperation, understand customer roles and expectations, and observe issues firsthand. The position communicates customer build concerns to Corporate and Operations teams, ensures relevant Quality, Engineering, and Management personnel understand the issue and its impact, and supports problem resolution. Responsibilities include maintaining customer contact reports, obtaining timely status updates, helping analyze quality data, reviewing processes and error-proofing measures, and following up to ensure issues are tracked and resolved. On-site support includes following up with customer plant personnel, maintaining a professional working relationship while at customer facilities, performing line-side sorting when needed to keep the customer running, providing daily updates to Corporate and Plant management, and assisting with root cause analysis and corrective action related to Challenge products. This is a first-shift position at the Spartanburg, South Carolina plant, with occasional early starts, late finishes, or weekend work to meet customer needs.

Requirements

Associate degree from a two- or four-year college, or an equivalent combination of education and experience.
Five years of related experience and/or training, or an equivalent combination of education and experience.
High standards of performance; takes responsibility for actions, results, and mistakes.
Thorough, accurate, and reliable in completing tasks; demonstrates honesty and integrity.
Ability to resolve conflict objectively by listening, focusing on the issue, and monitoring progress.
Ability to maintain positive relationships and constructively resolve conflicts.
Uses feedback from others to improve performance and work relationships.
Ability to move within own and/or other work areas to support plant flow.
Works with a sense of urgency to meet customer needs.
Has the experience, skills, and knowledge to perform all aspects of the job and rotate through responsibilities.
Maintains the knowledge and skills needed to perform the job effectively.
Approaches change constructively and objectively and views it as a learning opportunity.
Works collaboratively, looks for the good in others, and shares information and knowledge.
Reliably attends work as scheduled, ensures coverage when absent, takes breaks and lunches on time, and uses time wisely.

Nice To Haves

Bachelor’s degree from a four-year college or university.
Ten to fifteen years of related experience and/or training, or an equivalent combination of education and experience.

Responsibilities

Develop relationships with customers and communicate their needs and concerns to the appropriate Challenge Manufacturing plant.
Understand how Challenge products affect customer vehicles and build metrics, where parts are introduced into the vehicle, and how parts interface with other components.
Interact with customer personnel and visit customer plants frequently to promote teamwork and demonstrate customer care.
Identify key customer personnel and understand their roles in the use of Challenge parts and evaluation of Challenge performance.
Maintain communication flows so build issues are identified and communicated as they arise.
Introduce key customer personnel to Challenge Quality Managers and Engineers and strengthen those relationships.
Observe conditions firsthand to establish an appropriate problem definition and respond urgently to customer concerns.
Provide fast responses and timely countermeasure feedback to earn customer trust.
Communicate customer build issues to Corporate and Operations personnel and ensure Quality, Engineering, and Management understand the concerns and their impact.
Distribute a Customer Contact Report weekly.
Provide Challenge personnel assigned to an issue with a detailed understanding of the problem and support problem-resolution efforts.
Verify that issues are placed on the Fast Response Board and follow up to obtain resolution status for customer feedback.
Collect and help analyze quality data as required.
Review manufacturing processes, checking, and error-proofing initiatives related to issues to help confirm they are thorough and effective.
Follow up with customer plant personnel on open issues and maintain a good working relationship while at customer facilities.
Perform line-side sorting as necessary to keep the customer running.
Provide daily detailed communication to CMC Corporate and Plant management teams.
Assist the customer with root cause analysis and corrective action related to CMC products.