Quality Customer Service (Corporate)

Responsibilities

• Customer Scorecard – Quality related items.
• OEM Customer PPM or equivalent (Honda GQI, GM Sourceability).

Voice of the Customer

• Meeting incidents and quality claims response timing based on customer requirements.
• Knowing and communicating Customer Quality Requirements and concerns.

Cost of Quality

• Quality incidents and sorting activity at customer, warranty cost, contract budget.

Qualifications

• Customer Engagement and Support: Maintaining a consistent presence at the customer's location during their operating hours to provide direct support in coordination with AGC and Tier II sites.
• End-to-End Claim Management: Overseeing the full lifecycle of warranty claims by monitoring and reviewing incoming reports, notifying internal AGC and Tier II teams, tracking returned parts, and gathering required information from the customer.
• Data Driven Problem Solving: Applying strong analytical and data-driven problem-solving skills to manage and interpret large volumes of information, including financial data related to quality charges, debits, and credits.
• Demonstrated ability to uphold Policy and Procedure: Applying knowledge of and adherence to respective AGC Policies, Processes and Procedures relative to Customer Satisfaction.

Skills

• Customer Engagement and Support: Experience with customer engagement and support, including direct support at customer locations and participation in weekly conference calls.
• End-to-End Claim Management: Experience with end-to-end claim management, including monitoring and reviewing warranty claims, notifying internal teams, and resolving customer issues.
• Data Driven Problem Solving: Strong analytical and data-driven problem-solving skills, including the use of tools like pivot tables, formulas, and graphs to distill complex data into actionable insights.
• Demonstrated ability to uphold Policy and Procedure: Knowledge of and adherence to respective AGC Policies, Processes and Procedures relative to Customer Satisfaction.

Benefits

• Competitive compensation package including base salary, structured bonus plan, comprehensive benefits, and opportunities for career advancement.

Pay

• Base salary is competitive and structured bonus plan is available.

Schedule

• Frequent travel is required. It is expected to travel up to 40% of time within North America (USA, Mexico or Canada).