Customer Quality Specialist

Customer Quality Specialist

Job Type: Full-time

Job Summary:

Our client is seeking a Customer Quality Specialist (CQS) to manage the claims process from initiation to resolution. This role is responsible for reviewing claims, conducting investigations, and coordinating with internal departments to ensure timely and effective resolution. The CQS serves as the primary point of contact for customers, providing updates and maintaining strong client relationships.

Key Responsibilities:

Claims Management & Customer Support:

• Oversee the Customer Complaint Log and Corrective Action Log to track issues and resolutions.
• Respond to customer complaints in a timely manner, ensuring compliance with established procedures.
• Negotiate resolutions with customers, including sorting, material returns, or replacements.
• Prepare credit notes and coordinate material replacements for external customers.
• Maintain accurate documentation and ensure all customer complaints are properly filed.

Root Cause Analysis & Corrective Actions:

• Conduct root cause analysis using problem-solving tools (8D, 5Why, Fishbone Diagram, etc.).
• Ensure corrective actions are completed on time, documented, and verified for effectiveness.
• Manage customer complaint portals and ensure compliance with IATF 16949 standards.
• Organize and lead corrective action meetings to implement process improvements.
• Maintain up-to-date containment procedures and track customer-specific requirements.

Process Quality Assurance & Compliance:

• Monitor and update process turtle diagrams and track KPIs related to customer claims.
• Implement 5S methodology to enhance operational efficiency.
• Ensure compliance with corporate, customer, and environmental standards (ISO 14001, IATF 16949).
• Collaborate with suppliers for sorting services and material quality control.
• Track and manage non-quality costs to minimize financial impact.

Qualifications & Requirements:

• Bachelor’s degree in Engineering or a related field.
• Minimum 2 years of experience in a manufacturing environment (automotive quality experience preferred).
• At least 1 year of experience in customer complaint management.
• Strong knowledge of AIAG Core Tools (APQP, PPAP, PFMEA, CONTROL PLAN, MSA, SPC).
• Experience with IATF 16949 compliance and internal auditing.
• Ability to read and interpret engineering drawings (GD&T).
• Strong analytical, problem-solving, and organizational skills.
• Excellent verbal and written communication skills.

Technical Skills:

• Proficiency in Microsoft Office 365 (Outlook, Excel, PowerPoint, Word).
• Experience with ERP systems (JDE preferred).
• Familiarity with statistical software (Minitab, Power BI) is a plus.

Work Environment & Travel:

• Office and manufacturing environment.
• May require domestic and international travel as needed.

This is an exciting opportunity to contribute to a company dedicated to quality excellence and continuous improvement. If you have a strong background in customer quality management and problem-solving, we encourage you to apply.