What are the responsibilities and job description for the Customer Quality Manager position at Electronic Coating Technologies?
About You
We’re seeking a result-focused, innovative, self-driven, and well-qualified individual to join our talented team as our Customer Experience Manager . Based out of our Torrington Connecticut location, you will Build and maintain strong, enduring business customer partnershipsby driving the Customer Experience program at Dymax; designing and implementing customer understanding policies and practices; managing consistent communication of quality escapes; collecting, reporting on and adapting to Voice of the Customer data; and championing customer satisfaction, product and process improvements.
In addition, you will :
- Design, implement, and manage the Customer Experience program by analyzing and mapping pain points through the customer journey; and designing and developing strategic roadmaps to efficiently engage with the customer at multiple touchpoints.
- Develop a responsive, innovative, a customer-advocating Customer Experience team by exercising strong leadership and judgment skills to acquire, develop, train, coach, cultivate, and manage talented, result-oriented Customer Experience personnel.
- Foster customer advocacy, satisfaction, loyalty, and relationships by resolving customer issues, managing case management and nonconformances, and driving best complaints resolution practices such as DIVE, 5-Why, Fishbone, and 8D methodologies. Also, analyzing systematic root causes that develop CAPA effectiveness and lead to sustainable process flow improvements
- Prepare and manage questionnaires, compliance and customer audit requests by responding to site inspection readiness, quality management system health reports, and by maintaining conformity to federal programs and international standards for DNA.
- Develop improvement programs for efficient customer experience by navigating customer concerns, audit findings, capturing customer feedback efficiently, researching customer satisfaction pain points, and verifying efficacy of corrective actions.
- Organize quality and reliability expectations of finished products by developing and analyzing statistical data, product specifications to determine standards, utilizing RCCA to produce quality results, and prioritizing critical initiatives to completion.
- Create awareness and solution techniques to Customer Quality issue initiatives by regularly interfacing across all company functions improving our practices, particularly Operations Management, Supplier Quality, Product Excellence, and Customer Experience.
Requirements
You should have :
Benefits
Our company offers its employees :
Salary Range : $96,000-$131,000
Salary : $96,000 - $131,000
