Quality Resolution Specialist

Hellerman Tyton•Milwaukee, WI

16d

About The Position

Under the direction of the direction of the Director of Quality, the Quality Resolution Specialist, Electrical Market is responsible for effectively handling and reporting on customer issues impacting quality. Quality Resolution Specialist, Electrical Market will serve our team with internal and external inquiries across the Electrical side of the business. Quality Resolution Specialist, Electrical Market is responsible for their assigned accounts. Essential Functions: Customer Complaint Management Effectively manage customer complaints from the non-automotive market Receive, log, follow-up, close, and obtain customer feedback around our support servicesObtain necessary "internal" support to resolve the customers concern Emergency Response Actions (ERA), Return Good Authorization (RGA), Credit for bad productFacilitate and confirm the containment of the customer complaintDocument corrective actions taken Customer Complaint Reporting Communicate complaint activities to the non-autotive market concerned parties Pareto concerns, products, customer and other catagoriesTrack concern type issues, repeat occurances, and customer activitySubmit corrective actions reports to customer Performance Monitoring Track and report on the effectiveness of the non-automative market complaint handling process Timeliness and quality of service vs customer expectations,Obtain data from actual complaint activities, internal interested parties, and general customer inquiries \ Cost Of Poor Quality (COPQ) Tracking - Voice Of the Customer (VOC) Catagorize, collect, and report on non-automative complaint impacts on COPQ (returns, credits, etc.)Quality Improvement Plans Track and report on any active HTNA QIP's Participate in QIP reviews, obtain actions, assign responses, and verify readiness prior to any updatesReport on OPEN QIP's their scope, stage, and status Return Authorization / Credit Support Perform RGA and Credit functions for unaligned customers of the Automotive complaint process Receive requests, write, and communicate RGA / Credit requests (MTY, GDL, General, etc.) Document Control Administration Manage user access, review cycles, and internal system requirmentsCollect and report on system performance (users, changes, access, etc.) Other Functions Monitor issue resolution lead times and expedite tasks. Development of strategies to increase the quality and efficiency of customer support.Provide feedback regarding complaints and related questions with all relevant areas of the company to ensure customer satisfaction as needed.Communication Proficiency (talk, write, listen, and resolve)

Requirements

High school degree or equivalent required.
Detail oriented with ability to think strategically and coach others to achieve results in a positive manner.
Proven effectiveness as a team player and leader.
High level of competency in written/verbal communication, project management, analytics, problem solving, and goal setting.
Interpersonal skills to maintain a professional and exemplary demeanor toward work, customers and associates at all levels of the company including conflict resolution.
Excellent time management skills and ability to multi-task and prioritize work.
Proficiency in MS Office with expertise in Microsoft Word, PowerPoint and Excel.
Working knowledge of ERP, CRM, and Quality Management System.
Ability to analyze and revise operating practices to improve efficiency.
Available to work flexible hours to cover required business hours.
Additional hours as required meeting customer needs.

Nice To Haves

Bachelor's degree preferred in a related field and a minimum of 5 years experience in Customer facing proccesses

Responsibilities

Effectively manage customer complaints from the non-automotive market
Receive, log, follow-up, close, and obtain customer feedback around our support services
Obtain necessary "internal" support to resolve the customers concern
Emergency Response Actions (ERA), Return Good Authorization (RGA), Credit for bad product
Facilitate and confirm the containment of the customer complaint
Document corrective actions taken
Communicate complaint activities to the non-autotive market concerned parties
Pareto concerns, products, customer and other catagories
Track concern type issues, repeat occurances, and customer activity
Submit corrective actions reports to customer
Track and report on the effectiveness of the non-automative market complaint handling process
Timeliness and quality of service vs customer expectations
Obtain data from actual complaint activities, internal interested parties, and general customer inquiries
Catagorize, collect, and report on non-automative complaint impacts on COPQ (returns, credits, etc.)
Track and report on any active HTNA QIP's
Participate in QIP reviews, obtain actions, assign responses, and verify readiness prior to any updates
Report on OPEN QIP's their scope, stage, and status
Perform RGA and Credit functions for unaligned customers of the Automotive complaint process
Receive requests, write, and communicate RGA / Credit requests (MTY, GDL, General, etc.)
Manage user access, review cycles, and internal system requirments
Collect and report on system performance (users, changes, access, etc.)
Monitor issue resolution lead times and expedite tasks.
Development of strategies to increase the quality and efficiency of customer support.
Provide feedback regarding complaints and related questions with all relevant areas of the company to ensure customer satisfaction as needed.
Communication Proficiency (talk, write, listen, and resolve)