Quality and Customer Relations Manager

Precision Strip•Talladega, AL

About The Position

This role is responsible for ensuring quality metrics are achieved, customer expectations are met, and strong customer relationships are developed and maintained. The manager will lead the Quality, Customer Service, and Relations (QCR) team to deliver exceptional quality and service, collaborate with sales and operations departments on business strategies, and drive continuous improvement initiatives within the plant.

Requirements

Understanding of quality metrics and improvement plans.
Ability to communicate customer quality expectations.
Knowledge of IATF compliance.
Experience in facilitating quality procedure implementation.
Experience in managing customer complaints and corrective actions.
Skills in root cause analysis and problem-solving.
Experience in ensuring customer satisfaction through quality and service.
Experience in developing and maintaining customer relationships.
Collaboration skills with sales departments.
Experience in business development and customer forecasting.
Ability to develop and execute sales strategies.
Leadership skills to manage a team (CSR Team).
Understanding of customer requirements for quality and service performance metrics.
Ability to develop and execute improvement plans.
Problem-solving skills for customer issues.
Understanding of customer business for forecasting and business development.
Strong communication skills for internal alignment.
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.
Determining solutions for capacity alignment issues.
Ensuring production schedule effectiveness and efficiency.
Collaboration with Process Manager.
Responsibility for quality and improvement strategies.
Identifying opportunities for process modification, automation, and streamlining.
Making business case recommendations based on analysis.
Increasing customer satisfaction through metric improvements.
Developing and maintaining policies and procedures for QCR Group.
Creating KPIs.
Taking a lead role in change initiatives.
Developing metrics and reporting tools.
Ensuring good communication from the production office to the production floor.

Nice To Haves

Reference Sales Department Flow Diagram.

Responsibilities

Ensure quality metrics are achieved and results communicated.
Create and execute improvement plans for sustained quality achievement.
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 corrective actions are completed timely and to customer satisfaction through effective root cause analysis and problem solving.
Ensure customer satisfaction through quality and service performance and relationship development.
Develop and maintain relationships with key plant customers and end-users.
Collaborate with HQ Sales Department for customer communication, relationship development, business development, and customer forecasts.
Assist Operations Manager with business plan and growth requirements through sales strategy development and execution.
Lead the CSR Team to establish strong customer relationships through communication and delivery of quality and service beyond customer expectations.
Understand customer requirements for quality and service performance metrics.
Develop and execute improvement plans as necessary.
Assist in problem-solving customer issues.
Understand customer business for internal forecasting and business development.
Communicate information to appropriate associates to ensure alignment within the organization.
Quote/price services in accordance with Account Manager/Operations Manager.
Manage associate staffing, assignments, and scheduling for the QCR department.
Ensure the accuracy of ERP (Genesis) customer specifications and associate instructions for seamless interaction between planning and production.
Report plant capacity, current and forecasted, to Operations Manager.
Work with the team to determine solutions for capacity information not aligned with normal plant operation and/or customer forecasts.
Ensure the production schedule is effective and efficient, collaborating with the Process Manager.
Take responsibility for quality and improvement strategies in alignment with customer requirements and customer satisfaction, working with local plant leadership.
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 (e.g., on-time delivery, carrier wait times, inventory management, communication with key customers).
Work with the Process Manager to increase plant efficiency and improve communication.
Develop and maintain policies and procedures for the QCR Group focused on customer satisfaction and process efficiency; create KPIs to maintain, track, and improve effectiveness.
Take a lead role in change initiatives.
Develop metrics and reporting tools to measure effectiveness and efficiency of processes or systems.
Ensure good communication occurs from the production office to the production floor.