Quality Account Coordinator (1st Shift)

Safety

Read and understand the Crescent Safety Playbook – Doing It Safe
Ensure Safe and well-maintained work environment and conditions throughout all work spaces, facility and surrounding areas
Actively participate in Safety Committee activities and initiatives and champion and engage all staff and people in cultivating and promoting a Safety-First Culture.

People

Read and understand the Crescent Way
Act as a liaison to shipping/warehouse people ensuring all order requirements are successfully communicated
Maintain a good working relationship with customers by responding to all inquiries/complaints, shipments, inventory counts etc., in a courteous and efficient manner
Positively contribute to a team environment by mutually respecting each other
Ensure all customer touch points and communications are positive
Provide individual performance insights to leadership team for assessments and coaching

Productivity

• Manage orders and queue them to pickers/processors
  Manage exceptions and problem lots and returns
  Maintain customer and Crescent systems
  Prepare Requests for Shipment (RFS)
  Assist with training all Crescent People on proper policies and procedures.
  Encourage good working conditions and provide positive motivation for all Crescent People
  Maintain productivity standards as dictated by department KPIs and goals
  Maintain a good knowledge of all Crescent supplies always maintaining proper stock levels
  Use of Microsoft Office application to communicate daily task, KPIs, conduct daily business, and all other key reporting indicators
  Working with other departments and utilize tools and resources to drive a lean culture
  Leading projects to eliminate waste and defects within the department

Quality

• Execute quality management of material through controlling customer hardware and proper execution of QEMs.
  Ensure proper documentation is kept and maintained of processes and procedure including but not limited to, job aids, work instructions, and non-conformance documents
  Utilize account tools and ERP system to act quickly and execute QEM management in a timely manner
  Assist with ISO program management
  Assist with FOD and parts awareness training
  Maintain files for Quality Event Management
  Maintain a clean and orderly work area
  Inspect all paperwork to identify reason for returns or shipments
  If position is focused on quality objectives, respond to quality inquiries, log non-conforming parts, manage NC/Quality cage where applicable
  Participate in Quality Sentinel Programs

Inventor Management

• Ensure current and accurate inventory control for each account
  Complete cycle counts, bin audits, and bin maintenance when requested
  Ensure Inventory accuracy goals of account are met
  Be able to report out on Inventory metrics and speak to open action items

Customer Value

• Respond promptly to client requests via phone or email in a professional, courteous manner
  Process shipping document amendments and kit matrices upon request
  Maintain on time deliver and/or days in process targets
  Perform bin audits and cycle counts on quality escape research.
  Process customer quality requests
  Process shipping document amendments and kit matrices upon request
  Foster Crescent excellence by cultivating teamwork
  Effectively communicate directly to customers all aspects of quality issues
  Maintain a good working relationship with customers

Data Integrity

• Operate with a reporting system/tools ensuring the complete integrity of all data

Financial

• Improve organizational efficiency and waste reduction through (CI) Continuous Improvement

Cultural Competencies

• Do It Right: Doing what is right for our Customers, doing what is right for our Company and doing what is right for our People. Continually improving the quality of our product and services. Monitoring and measuring every key ingredient which could negatively impact our quality. Doing it Right ensures we will always be a Premier Service Provider.
• Do It Safe: Providing a safe environment and supporting our People to reach their highest potential. A safe environment where all forms of risk are assessed and controlled. A safe environment open to new ideas, where our People’s opinions and overall well-being count. A diverse environment where everyone fits and can be successful.
• Do It Well: Optimizing all our resources to efficiently and effectively perform all tasks well. Our overall productivity as a company is a reflection of the thousands of activities performed well each and every day by everyone. At Crescent, our ability to Do it Well is a real source of pride valued by our customers.

Work Environment / Physical Demands

• Fast paced environment, requiring adaptability to constant changes in schedules, volumes, staffing and shift requirements
  Ability to frequently sit, stand, walk, reach with hands and arm’s length, climb or balance, stoop, kneel, and crouch
  Ability to regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds
  Use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment
  The ability to read instructions and perform addition, subtraction, multiplication, division and understand percentages.
  The ability to manage one’s time effectively, schedule and prioritize tasks in accordance with the demands of the day
  Walk on concrete floors for extended periods while in the warehouse pulling and labeling product for shipping
  The ability to communicate with facts, to balance talking with listening, to use communication to inspire People to achieve results.

Knowledge, Skills, & Capability

• The ability to read instructions and perform addition, subtraction, multiplication, division and understand percentages
  Self-driven to continually monitor the production line and make the decision necessary to improve the work flow and output
  The ability to communicate with facts, to balance talking with listening, to use communication to inspire People to achieve results.
  Being self-motivated and motived by achieving set targets while continually seeking out opportunities to eliminate waste. Ability to accept and embrace change
  Determining how information fits together and how the information relates to production efficiency
  The ability to break a problem down into steps and produce a logical timely solution
  The ability to manage one’s time effectively, schedule and prioritize tasks in accordance with the demands of the day

Systems Usage

• Customer Systems (CAS, Pack Shop System, Oracle)
  Nulogy and QCloud (if required)
  Shipping Services (FedEx,UPS, DHL, )
  Kronos Self Service
  Microsoft Office

Performance Metrics and Trends

• Safety
  People
  Productivity
  Quality
  Customer Value
  Financial

Qualifications

• Education & Experience:
  1-year customer service/ inventory/ warehouse experience
  Highschool or Equivalent
  Must be able to write, read, speak and understand English to operate safely and efficiently
  Computer literate
  Detail oriented
  Logical problem solver
  Extremely accurate
  Basic mathematics
  Analytical
  Good interpersonal skills
  Strong writing and verbal communication skills
  Basic to intermediate knowledge of MS Office and comfortable learning new technology systems as needed
  Ability to work flexible hours

Preferred Qualifications

• 2-year customer service/quality/ warehouse experience
  Understand warehouse and quality control methods
  Intermediate knowledge of MS Office- Excel
  Strong detail-oriented and resourceful mindset
  Forklift Operator experience

We Will Know the Account Coordinator is Successful If They Can:

• Responsive and professional support of customer requests
  Contribute to a safe and productive department
  Deliver a quality product to our customer
  Contribute to a predictable business
  Identifies areas for improvement, participates in continuous improvement events and provides ideas for reducing waste and defects
  Displays the ability to communicate at all levels – up, down and across the business
  Promotes the company culture among peers

By Completing This Application, You Are Acknowledging the Following:

• I am at least 18 years of age of older
  I can perform the essential functions of this position, with or without accommodation
  I am a US Citizen or otherwise authorized to work in the US on an unrestricted basis