Customer Field Support Co-ordinator

Location
Huddersfield
Salary
Negotiable
Posted
13 May 2019
Closes
28 May 2019
Ref
00095212
Contact
Recruitment Genius Ltd
Sector
Public Sector
Function
Customer Service
Contract Type
Permanent
Hours
Full Time
This company has a great opportunity for a talented, ambitious Customer Field Support Co-ordinator to join the Quality Assurance department at their Meltham site.

Purpose

To co-ordinate a pro-active approach to dealing with and responding to all quality-related customer concerns, ensuring that the customer and the company are protected from known or repeat issues, thus maintaining a high level of customer satisfaction.

Responsibilities

1. Effective management of the Quality Support Admin function.

2. Manage and improve the Quality Customer Concern process from receipt of customer concern to effective close out, implementing and measuring performance targets for continuous improvement in the reduction of CCR occurrences and response times.

3. Provide first point of contact to customers for all quality-related customer concerns, ensuring issues are dealt with in a timely and professional manner.

4. Ensure customer expectations are met by using effective time management and communications techniques with both internal and external stakeholders.

5. Carry out customer visits to support both the customer and sales teams on quality-related concerns ensuring detailed reports are provided following each customer visit.

6. Key customer account management on quality improvement initiatives.

7. Work closely with the QA team to provide comprehensive technical reports in response to quality-related customer concerns. Including the use of 8D, 5 phase and the Plex system.

8. Support the improvement of quality by initiating and contributing to A3 projects which will help reduce the number of quality related customer concerns.

9. Stock management including containment of faulty stock, issuing returns to suppliers, maintaining minimum quantities in grade 01 and carrying out stock checks of customer returns.

10. Support the inbound and outbound verification processes by effective communication with the Goods Inwards, QA Inspection, Customer Services and Supply Chain teams.

11. Such other duties as may from time to time be reasonably expected.

Education / Skills / Knowledge / Experience

- Knowledge of textile fault awareness and identification
- Proven history / experience in Quality or customer facing role
- Knowledge of AS400 is desirable
- Knowledge of all Microsoft packages in particular Microsoft Excel.

Personal Competencies

- Attention to detail and accuracy.
- Flexibility, able to work as part of a team, and a keen willingness to learn.
- Good time management with an organised and methodical approach.
- Friendly calm and professional manner.
- Ability to manage own workload and work with minimal supervision.
- Be a good communicator to all levels.
- Confident, professional, and courteous, when dealing with internal and external customers.

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