Quality and Customer Relations Manager

Quality

- Ensure quality metrics are achieved and results communicated.

- Create and execute improvement plans as required for sustained achievement.

- Understands and communicates customer quality expectations to plant associates.

- Ensures IATF compliance.

- Facilitate the creation and/or implementation of new or changed quality procedures or guidelines.

- Ensures all customer complaints are recorded and internal/external corrective actions are completed timely and to the satisfaction of the customer through effective root cause analysis and problem solving.

Sales and Customer Interaction

- Ensures customer satisfaction through quality and service performance as well as relationship development.

- Ensures relationships developed for key plant customers and end-users.

- Collaborates with HQ Sales Department for:

- Customer communication and relationship development

- Business development

- Customer forecasts

- Assists Operations Manager with business plan and growth requirements through development and execution of sales strategies.

- Leads CSR Team to establish strong customer relationships through communication and delivery of quality and service beyond the customer expectations.

- Understand customer requirements for quality and service performance metrics.

- Develops and executes improvements plans as necessary.

- Assists in problem solving of customer issues.

- Understand customer business for internal forecasting and business development.

- Communicates information to the appropriate associates to ensure alignment within our organization.

- Quote/Price services in accordance with Account Manager/Operations Manager.

- Reference Sales Department Flow Diagram.

Productivity

- Responsible for associate staffing, assignments, and scheduling of associates for the QCR department.

- Ensures the accuracy of ERP (Genesis) customer specificiations and associate instructions to provide a seamless interaction between planning and production.

- Reports plant capacity, current and forecasted, to Operations Manager.

- Works with team to determine solutions for capacity information which is not aligned with normal plant operation and/or customer forecasts. Ensures production schedule is effective and efficient. Collaboration with Process Manager required.

Continuous Improvement

- Work together with local plant leadership to take responsibility of quality and improvement strategies in alignment with customer requirements and customer satisfaction.

- Identify opportunities for modifying, automating, and streamlining processes and make business case recommendations based on analysis.

- Continuously strives to increase customer satisfaction through improvements of key metrics which may include on-time delivery, carrier wait times, inventory management, and communication with key customers.

- Works with Process Manager to increase plant efficiency and improve communication.

- Develops and maintains policies and procedures for QCR Group focused on customer satisfaction and process efficiency; creates KPIs to maintain, track, and improve effectiveness of QCR Group.

- Take a lead role in change initiatives; never satisfied and always looking to improve.

- Develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes or systems

- Ensures that good communication occurs from the production office to production floor

Other Duties

- Key Relationships For Collaboration

- All Associates

- Sales Department

- Interplant Peer Group

- Shared Service Departments As Necessary

Job Posted by ApplicantPro