Regional Service Quality Specialist – Logistic
About The Position
The Regional Service Quality Specialist is accountable for the local Customer Complaint Resolution Process, ensuring timely and effective resolution of service quality issues such as short or incorrect shipments, damaged packaging, and labeling issues. The role analyzes customer complaints and service quality performance to identify root causes and drive continuous process improvements that enhance operational excellence and customer satisfaction. Working with cross-functional internal teams and external partners, the specialist coordinates corrective and preventive actions, supports quality initiatives, and helps ensure consistent delivery of high-quality service. The role contributes to execution of Momentive’s Global Quality Strategy for customer-facing objectives, handles customer complaints and quality-related inquiries, and is responsible for Root Cause Corrective Actions (RCCA) and related SAP transactions. It also involves following up on compliance of day-to-day warehouse and logistics processes with service quality standards.
Requirements
- 3–5 years of experience in day-to-day logistics business.
- Effective communication style that builds relationships and positively impacts outcomes and decisions.
- Ability to teach, train, and motivate others in the organization.
- Problem-solving skills.
- Knowledge of data analysis using Excel and Minitab, including identifying data trends and improvement options to support customer satisfaction.
- Strong customer advocacy.
- SAP knowledge.
- Good communication and interpersonal skills.
Nice To Haves
- Silicone product or application knowledge.
- Six Sigma knowledge, such as White Belt.
Responsibilities
- Contribute to execution of the Momentive Global Quality Strategy for customer-facing objectives.
- Work with business and functional teams to improve process execution in line with service quality standards.
- Handle customer complaints and quality-related customer inquiries while promoting a customer-focused culture across supporting departments.
- Manage Root Cause Corrective Actions (RCCA) and SAP transactions associated with service quality complaints.
- Follow up on compliance of day-to-day warehouse and logistics processes with service quality standards.
- Analyze complaints and service quality performance to identify root causes and improvement opportunities.
- Coordinate corrective and preventive actions with internal teams and external partners.
Benefits
- Health, dental, and vision insurance, including critical illness coverage and optional orthodontia coverage.
- Paid parental leave for the birth of a child.
- Adoption and surrogacy reimbursement.
- Short-term disability with 100% base salary coverage.
- Company-funded counseling through an EAP and assistance finding care for children, parents, or pets.
- 25 days of Paid Time Off plus paid holidays, with additional time off based on years of service.
- 401(k) savings plan with a 5% employer match plus an additional contribution based on years of service.
- Student debt pay-off program.
- Professional development programs and courses.
- Wellness programs and financial education.
- Incentive or sales variable compensation payments, subject to the terms of the Company's incentive plans and applicable performance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
