Customer Quality Specialist

Key Elements For Your Role

• Associate's degree or 2 to 5 years related experience.
• Excellent verbal and written communications skills.
• Experienced MS office knowledge (Excel, Word, Teams, SharePoint).
• ISO 9001 / IATF16949 or similar quality system experience; preferred.
• SAP experience; preferred.

Additional Duties

• Investigate customer complaints, gathering and reviewing all relevant documentation to form a comprehensive understanding of the issue, ensuring timely and accurate outcomes.
• Process both internal and external (customer) claims.
• Ensure clear, timely, and effective communication with all affected stakeholders while coordinating efforts to resolve issues efficiently and prevent recurrence.
• Actively contribute as a key member of cross-functional teams, driving the resolution of internal claims and championing process enhancements.
• Utilize a collaborative approach to identify opportunities for improvement, optimize workflows, and support the development of robust, quality-related documentation that aligns with organizational goals and standards.
• Issue approved credit and debit notes related to customer claims, including rebates, discounts, returned goods, pricing discrepancies, shipping issues, and damaged products.
• Ensure accuracy and compliance with company policies, while proactively addressing any discrepancies to maintain positive customer relationships and support financial integrity.
• Compile monthly reports on claims, as well as key quality metrics and highlight ongoing issues, trends, and progress, while facilitating prompt decision-making and resolution of critical matters.
• Facilitate training and coaching initiatives to enhance employee understanding of processes, procedures, and quality standards.
• Provide support on quality management system audits (ISO 9001 / IATF 16949).