Customer Quality Engineer

Avery Dennison • Mentor, OH

91d • $70,025 - $90,700

About The Position

The Customer Quality Engineer (internally called Material Quality Consultant), primarily serves as the customer's point of contact for material-related quality complaints and works to ensure issues encountered by customers are resolved. Material-related quality problems can occur anywhere within the product's supply chain, from supplier through to end-users. The Customer Quality Engineer establishes the problem statement for each complaint and works to solve the current customer problem. Interacts with the customer via email and telephone to collect and record information relating to quality issues and disposition of material. Follows standard work processes to discern whether or not the issue results from Avery Dennison's processes or is a processing issue at the Customer. Tests affected material against established specifications and provides diagnosis/recommendations for purchased products testing outside of quality specifications or having poor performing characteristics. Uses problem solving methods to identify and resolve issues that are not revealed as a result of the testing standard work processes. Interacts as needed with Sales, Technical Team, Analytical Lab, R D, Technical Leads, Customer Service (ACs and SCs), site resources, and divisional technical resources to obtain information pertinent to understanding and resolving customer quality issues. Is responsible for the claim handling process from evaluation to credit generation. Claims process includes giving customers' traceability information, providing material disposition, assigning corrective action letters, and sending samples to a responsible manufacturing location. Ensures that we are responsive to customer needs through timely processing of complaints. Uses a positive attitude when responding to customer complaints. Provides customer requested documentation of claim details and provides proactive claim status updates when there are new learnings. Acts as a customer advocate, providing valuable feedback to the organization on customer satisfaction. Serves as a neutral party between customer and organization in claim investigation. Pulls, analyzes, and summarizes quality performance data for the customer. Identifies quality trends (ie. unique to material, manufacturing process, or customer) to initiate quality project support to resolve repeating, ongoing issues. Collects material samples for site investigation and divisional A3 support. Provides training when needed to both team members and external personnel. Develops area of technical expertise to act as subject matter expert within the MQC team.

Requirements

• High school diploma or GED is required.
• Bachelor's Degree in engineering or science preferred.
• Ability to lead problem-solving processes is required.
• 3 years of manufacturing experience is preferred.
• Ability to handle multiple tasks simultaneously.
• Strong analytical skills.
• Attention to detail and organizational skills.
• High degree of accuracy, time-management, and priority setting skills.
• Strong customer service skills - written, verbal, and telephone communication skills.
• Reliable and dependable.

Nice To Haves

• Knowledge of Adhesive and Silicone Coating & Label Printing processes preferred.
• Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, and function-specific software (EBS, Oracle), Minitab.

Responsibilities

• Interact with customers via email and telephone to collect and record information relating to quality issues.
• Follow standard work processes to determine if issues arise from Avery Dennison's processes or customer processing issues.
• Test affected material against established specifications and provide diagnosis/recommendations.
• Use problem-solving methods to identify and resolve issues not revealed by testing.
• Collaborate with Sales, Technical Team, Analytical Lab, R D, Technical Leads, and Customer Service to resolve quality issues.
• Handle the claims process from evaluation to credit generation.
• Ensure timely processing of customer complaints.
• Provide documentation of claim details and proactive status updates.
• Act as a customer advocate and provide feedback on customer satisfaction.
• Analyze and summarize quality performance data for customers.
• Identify quality trends to initiate quality project support.
• Collect material samples for site investigation.
• Provide training to team members and external personnel.
• Develop technical expertise within the MQC team.

Benefits

• Salary range: $70,025 - $90,700/year.
• One day work remote a week available.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Paper Manufacturing
• Education Level: Bachelor's degree