Quality and Customer Relations Manager

Precision Strip•Talladega, AL

About The Position

This role is responsible for ensuring quality metrics are achieved and communicated, creating and executing improvement plans, and understanding and communicating customer quality expectations. The manager will ensure IATF compliance, facilitate the creation and implementation of quality procedures, and manage customer complaints and corrective actions through effective root cause analysis and problem-solving. The position also involves sales and customer interaction, ensuring customer satisfaction through quality and service performance, developing relationships with key customers, and collaborating with the HQ Sales Department on customer communication, business development, and forecasts. The manager will assist the Operations Manager with business plans and growth requirements by developing and executing sales strategies, and lead the CSR Team to establish strong customer relationships. They will understand customer requirements for quality and service performance metrics, develop and execute improvement plans, and assist in problem-solving customer issues. The role also requires understanding the customer business for internal forecasting and business development, communicating information to ensure alignment, and quoting/pricing services. Additionally, the manager is responsible for associate staffing, assignments, and scheduling for the QCR department, ensuring the accuracy of ERP (Genesis) customer specifications and associate instructions, reporting plant capacity, and working with the team to find solutions for capacity alignment issues. They will ensure the production schedule is effective and efficient, requiring collaboration with the Process Manager. The role involves working with local plant leadership on quality and improvement strategies, identifying opportunities for process modification, automation, and streamlining, and making business case recommendations. The manager will continuously strive to increase customer satisfaction through improvements in key metrics such as on-time delivery, carrier wait times, inventory management, and customer communication. They will work with the Process Manager to increase plant efficiency and improve communication, develop and maintain policies and procedures for the QCR Group, create KPIs, and take a lead role in change initiatives. The role also includes developing metrics and reporting tools to measure effectiveness and efficiency, and ensuring good communication from the production office to the production floor.

Requirements

Understanding of quality metrics and improvement plans.
Knowledge of customer quality expectations.
Understanding of IATF compliance.
Experience in managing customer complaints and corrective actions.
Effective root cause analysis and problem-solving skills.
Ability to ensure customer satisfaction through quality and service performance.
Experience in relationship development with key plant customers and end-users.
Collaboration skills with sales departments.
Experience in business development and customer forecasting.
Ability to develop and execute sales strategies.
Leadership skills to lead a CSR Team.
Understanding of customer requirements for quality and service performance metrics.
Ability to develop and execute improvement plans.
Assistance in problem-solving customer issues.
Understanding of customer business for internal forecasting and business development.
Communication skills to align internal teams.
Ability to quote/price services.
Responsibility for associate staffing, assignments, and scheduling.
Ensuring accuracy of ERP (Genesis) customer specifications and associate instructions.
Reporting plant capacity, current and forecasted.
Ability to determine solutions for capacity alignment issues.
Ensuring production schedule effectiveness and efficiency.
Collaboration with Process Manager.
Responsibility for quality and improvement strategies.
Ability to identify opportunities for modifying, automating, and streamlining processes.
Ability to make business case recommendations.
Continuous improvement mindset.
Ability to develop and maintain policies and procedures.
Ability to create KPIs.
Leadership in change initiatives.
Ability to develop metrics and reporting tools.
Ensuring good communication from production office to production floor.

Nice To Haves

Experience with Sales Department Flow Diagram.

Responsibilities

Ensure quality metrics are achieved and results communicated.
Create and execute improvement plans as required for sustained achievement.
Understand and communicate customer quality expectations to plant associates.
Ensure IATF compliance.
Facilitate the creation and/or implementation of new or changed quality procedures or guidelines.
Ensure all customer complaints are recorded and internal/external corrective actions are completed timely and to the satisfaction of the customer through effective root cause analysis and problem solving.
Ensure customer satisfaction through quality and service performance as well as relationship development.
Ensure relationships developed for key plant customers and end-users.
Collaborate with HQ Sales Department for customer communication and relationship development, business development, and customer forecasts.
Assist Operations Manager with business plan and growth requirements through development and execution of sales strategies.
Lead CSR Team to establish strong customer relationships through communication and delivery of quality and service beyond the customer expectations.
Understand customer requirements for quality and service performance metrics.
Develop and execute improvements plans as necessary.
Assist in problem solving of customer issues.
Understand customer business for internal forecasting and business development.
Communicate information to the appropriate associates to ensure alignment within our organization.
Quote/Price services in accordance with Account Manager/Operations Manager.
Responsible for associate staffing, assignments, and scheduling of associates for the QCR department.
Ensure the accuracy of ERP (Genesis) customer specificiations and associate instructions to provide a seamless interaction between planning and production.
Report plant capacity, current and forecasted, to Operations Manager.
Work with team to determine solutions for capacity information which is not aligned with normal plant operation and/or customer forecasts.
Ensure production schedule is effective and efficient.
Collaborate with Process Manager.
Work together with local plant leadership to take responsibility of quality and improvement strategies in alignment with customer requirements and customer satisfaction.
Identify opportunities for modifying, automating, and streamlining processes and make business case recommendations based on analysis.
Continuously strive to increase customer satisfaction through improvements of key metrics which may include on-time delivery, carrier wait times, inventory management, and communication with key customers.
Work with Process Manager to increase plant efficiency and improve communication.
Develop and maintain policies and procedures for QCR Group focused on customer satisfaction and process efficiency; create KPIs to maintain, track, and improve effectiveness of QCR Group.
Take a lead role in change initiatives; never satisfied and always looking to improve.
Develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes or systems.
Ensure that good communication occurs from the production office to production floor.