Customer Quality Liaison

Commercial Vehicle Group, Inc.•Remote - North Carolina, NC

12d•Onsite

About The Position

The Customer Liaison serves as the primary interface between customers and the manufacturing organization, ensuring customer requirements are clearly communicated, understood, and executed across operations, quality, planning, engineering, and supply chain functions. This position is responsible for managing customer communications, resolving issues, coordinating corrective actions, and driving customer satisfaction through operational excellence and proactive relationship management.

Requirements

Bachelor's degree in Engineering, Manufacturing, Quality Management, or related technical field; equivalent experience considered
3+ years of quality engineering or quality liaison experience in a Tier 1 or Tier 2 automotive/commercial vehicle manufacturing environment, equivalent customer interface experience considered
Proven ability to read and interpret engineering drawings, GD&T, and component specifications
Strong data analysis skills; proficient in Excel, Minitab, or equivalent statistical tools
Excellent written and verbal communication skills with demonstrated experience in customer-facing roles

Nice To Haves

Experience supporting OEM customers such as PACCAR, Daimler Trucks, Navistar, or Volvo/Mack
ASQ Certified Quality Engineer (CQE) or Six Sigma Green/Black Belt
Hands-on experience with 8D, APQP, PPAP, FMEA, control plans, and MSA
Familiarity with commercial vehicle seating, chassis, cab, or structural component manufacturing
Experience with Lean Manufacturing tools: VSM, kaizen, 5S, OEE, takt time
Bilingual English/Spanish a plus for facilities with US-Mexico operations

Responsibilities

Serve as point of contact for DTNA
Understand customer requirements and communicate them effectively to internal teams.
Facilitate regular customer quality review meetings, scorecards, and performance updates
Maintain and grow relationships with customer supplier quality engineers (SQEs) and quality leadership
Proactively identify opportunities to improve customer satisfaction
Work with CVG Manager for Complaint Management Process.
Support 8D, 5-Why, Fishbone, and Is/Is Not analysis for customer-reported nonconformances
Coordinate cross-functional teams including Engineering, Production, and Supply Chain to resolve quality Issues.
Ensure corrective actions are validated, sustained, and documented to prevent recurrence at the customer location.
Monitor and report on key quality metrics: PPM, warranty returns, customer scorecards, from the customer portals to the CVG operations.
Support PPAP submissions, APQP milestone reviews, and customer-specific qualification requirements.
Partner with DTNA & CVG to identify and contain in-process quality issues as needed.
Support new product launches with special focus on customer-identified critical and significant characteristics
Assist in gauge R&R studies, measurement system analysis, and capability studies (Cpk/Ppk) as needed
Collaborate with Production Planning and Supply Chain teams to monitor customer order fulfillment.
Track delivery performance and proactively communicate risks to customers.
Coordinate recovery plans for missed shipments, production disruptions, or supply shortages.
Ensure changes in customer demand are reflected in production plans and operational priorities.
Support the launch of new products, engineering changes, and customer-driven initiatives.
Coordinate implementation of customer requirements across manufacturing operations.
Ensure documentation, specifications, and communication requirements are accurately managed.
Act as a key stakeholder during new customer or product introductions.
Track customer performance metrics, including: On-Time Delivery (OTD), Customer Complaint Rate, Parts Per Million (PPM) Defects, Corrective Action Closure Timeliness, Customer Satisfaction Ratings
Analyze trends and identify opportunities for process improvement.
Support continuous improvement initiatives that enhance customer experience and operational performance.
Prepare and deliver weekly/monthly quality reports for CVG Manager & DTNA
Maintain accurate records in the quality management system (QMS) and customer-specific portals
Track open corrective action items to closure with documented evidence