Customer Quality Specialist

JOB SUMMARY:

The Customer Quality Specialist (CQS) manages the entire claims process, from start to finish. This role involves reviewing claims, investigating issues, and coordinating with different departments to resolve them. The specialist is the main point of contact for customers, providing updates and information about their claims.

ESSENTIAL DUTIES and/or RESPONSIBILITIES:

The essential functions of the job include, but not limited to the following:

• Manages the Customer Complaint Log.
• Manages the Corrective Action Log.
• Coordinate root cause analysis for customer complaints (using problem solving tools).
• Respond customer complaints on time according to systems/procedures.
• Negotiate with customers regarding sorting, material returns or replacements.
• Prepare credit notes or replace materials for external customers.
• Communicate the status of complaints to customers and internal areas.
• Ensure that corrective actions are completed on time.
• Ensure that all complaints have the required documentation complete in their respective folders.
• Ensure that closed corrective actions have the corresponding evidence (along with modifications to documents like Flow Diagrams, FMEA, and CP, and verification of the effectiveness of the actions).
• Keep controlled complaint documents up to date in QT9.
• Keep containment procedure up to date.
• Keep track of specific customer requirements.
• Manages corrective action meetings.
• Ensure evidence of corrective actions compliance.
• Manages Customer complaint systems/portals.
• Manages the inspections related quality containments/sorting.
• Manages costs of non-quality.
• Follow up on the area risk matrix.
• Monitor and update process turtle diagram in the area.
• Track KPI related to Customer Claims.
• Implement 5S in the area.
• Ensure compliance with IATF 16949, and corporate/customer requirements.
• Negotiation with clients regarding materials involved in complaints.
• Negotiate with Sorting external suppliers.

NON-ESSENTIAL FUNCTIONS:

• Internal Audits support.
• Compliance with Environmental standards ISO 14001, corporate / client requirements.
• All other duties assigned by management

AUTHORITY & RESPONSABILITIES:

This position has the authority to stop production processes if they identify non-conformance or issues with products during the production process.

AREA SCOPE:

1. Customer complains

2. Process Quality Assurance

SUPERVISORY RESPONSIBILITES: None

COMPETENCIES:

• Competencies based on the Hay Grade and Competency Level above.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE, SKILLS and/or ABILITIES:

• Bachelor’s degree in Engineering or similar
• 2 years’ experience in Manufacturing Sector. Automotive Quality Sector a plus.
• Minimum 1 year of work experience in customer complains.
• AIAG Core Tools knowledge (APQP, PPAP, PFMEA, CONTROL PLAN, MSA, SPC).
• Technical interpretation of IATF 16949 standard.
• IATF Internal Auditor Experience.
• Knowledge of engineering drawing interpretation (GD&T).
• Effective communication skills (written and verbal).
• Strong organizational/prioritization skills.
• Good analytical/problem solving skills.
• Process Mapping Tools.
• Solving Problems Tools (8D, 5Why, Failures Tree, Fishbone Diagram, Quality Alerts, etc.).

COMPUTER SKILLS:

• Microsoft Office 365 (Outlook, Excel, Power Point, Word).
• ERP System JDE a plus.
• Statistical software a plus (Minitab, Power BI, etc.)

PHYSICAL DEMANDS and/or WORK ENVIRONMENT: (Typical physical demands and the work environment characteristics an employee must meet and encounter while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Office/Lab Environment
• Travel (Domestic and International).
• Manufacturing Environment.