Customer Quality Coordinator

Qualifications

• High Level of computer proficiency, specifically with Microsoft Word and Excel
• Proficiency in customer contact handling
• Understanding of general business principles and structures
• Understanding of engineering and manufacturing processes
• Moderate level of application of Quality systems standards to assigned Quality System area.
• Working knowledge of Quality System Regulator requirements and application to Corporate and/or Unit requirements.
• Strong interpersonal, organizational, and service orientation skills
• Excellent problem solving and analytical skills
• Excellent oral, written, and presentation skills
• Strong team orientation
• Strong time management skills and the ability to multi-task – flexible and adaptable
• Continuous and versatile learner
• B.S. or M.S degree
• Minimum of 2 years of experience in pharmaceutical or medical device industries or equivalent or a combination of equivalent education and relevant experience

Responsibilities

• The Customer Quality Coordinator is responsible for identifying customer quality needs and meeting customer expectations.
• This position is responsible for using customer specific complaint data to proactively address customer quality needs.
• Works closely with other internal quality and customer facing organizations (such as sales and marketing) to implement quality and customer experience improvement initiatives.
• Works closely with Account Executives associated with assigned customers.
• Reports directly to the Associate Manager – Customer Quality and serves as a point of contact for internal quality related inquiries for all assigned customers.
• Identify customer needs and expectations
• Point of contact for customer quality related inquires and escalations for all assigned customers
• Drafts and/or edits final responses for assigned customers to ensure customer expectations are met
• Prepare reports and summaries including quantitative and qualitative analysis
• Develop and maintain customer file for quality concerns to better address potential future quality concerns
• Escalate customer specific quality concerns, needs and requirements to individual business units, as needed
• Assist Account Executives by providing customer specific quality scorecards, as requested
• Address Quality/Technical Customer requests
• Potentially enter or close complaints for assigned customers