Customer Quality Specialist

Tesa Tape inc•Grand Rapids, MI

1d•Hybrid

About The Position

At tesa, we're not just colleagues; we're collaborators who thrive on pushing boundaries and challenging the status quo. Our mission is to create sustainable adhesive solutions that improve the work, products, and lives of our customers - we're passionate about making a difference! The Customer Quality Specialist is responsible for ensuring the research, formulation and resolution of all customer complaints. This position will identify, investigate and moderate actions on customer claims (quality, logistics and price). Additionally, it will also create reports and analyze trends on claims while looking for systemic issues and propose solutions.

Requirements

Associate's degree or 2 to 5 years related experience.
Excellent verbal and written communications skills.
Experienced MS office knowledge (Excel, Word, Teams, SharePoint).
Must have a valid driver's license and be willing to travel up to 15% locally (between Grand Rapids/Walker/Sparta).

Nice To Haves

ISO 9001 / IATF16949 or similar quality system experience
SAP experience

Responsibilities

Investigate customer complaints, gathering and reviewing all relevant documentation (e.g., bills of lading, invoices, customer purchase orders, and delivery receipts) to form a comprehensive understanding of the issue, ensuring timely and accurate outcomes.
Process both internal and external (customer) claims. Ensure clear, timely, and effective communication with all affected stakeholders while coordinating efforts to resolve issues efficiently and prevent recurrence.
Actively contribute as a key member of cross-functional teams, driving the resolution of internal claims and championing process enhancements.
Utilize a collaborative approach to identify opportunities for improvement, optimize workflows, and support the development of robust, quality-related documentation that aligns with organizational goals and standards.
Issue approved credit and debit notes related to customer claims, including rebates, discounts, returned goods, pricing discrepancies, shipping issues, and damaged products.
Ensure accuracy and compliance with company policies, while proactively addressing any discrepancies to maintain positive customer relationships and support financial integrity.
Compile monthly reports on claims, as well as key quality metrics and highlight ongoing issues, trends, and progress, while facilitating prompt decision-making and resolution of critical matters.
Facilitate training and coaching initiatives to enhance employee understanding of processes, procedures, and quality standards.
Provide support on quality management system audits (ISO 9001 / IATF 16949).
Additional projects or duties as assigned.