Manager, Quality

LG Energy Solution Michigan, Inc.•Holland, MI

About The Position

The role of Customer Service Manager will include supporting daily customer service activities for existing and future business in North America. The successful candidate will require an understanding of handling manufacturer product warranties and return material authorizations with quality background. The individual must be able to identify clients’ needs, generate solutions and respond to customer requests in a timely manner. This requires the individual to have adequate time management skills and the ability to nurture effective relationships with customers. The role will be within a fast-paced, team-oriented, international business.

Requirements

Bachelor’s degree required, MBA or MS preferred, or equivalent, relevant experience
7 to 10+ years of experience work with customer service
3 to 6+ years of experience leading and managing multiple processes
Comfort around higher management
Knowledge of quality related tools (design checklist and gate check sheet, PPAP, FMEA, SPC, MSA, etc.)
Ability to deal with ambiguity and make sound decisions
Effective workflow and process management
Planning skills and effective communication of priorities
Delegation and directing teams to meet goals
Data management and analysis skills
Ability to work flexible hours as needed to support customers
Ability to work flexible hours as needed to support and work with HQ and global sites

Responsibilities

Report/track all activity for North America
Act as primary point of contact for strategic accounts
Ensure accurate and timely RMA follow ups to daily quality related inquiries
Manage customer service engineers and 3rd party contracted partners
Manage and forecast inventory and external failure costs
Escalation and 8-D rolling with cross functional teams
Manage, communicate and coordinate all necessary inventory needs between HQ and local teams
Manage the customer communications, in-field service performances. Identify and implement improvements to achieve Turn Around Time (TAT) to meet company targets
Ability to convey and report measurable results on customer service activities
Conduct thorough and timely Layered Process Audits in appropriate work areas
Maintain cleanliness at work-site in accordance with 5S3R Standards: Sort, Set in order, Shine, Standardize, Sustain Right Location, Right Quantity, Right Container
Perform other duties as assigned