Customer Quality Director - Automotive Tier 1(M/F)
Responsible for management OEM customer claims quality communication through advising, coaching, training, and facilitating. Position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.
Client Details
Key focus areas include development and implementation of corporate strategic initiatives to ensure customer satisfaction.
This is a great opportunity to work with talented and passionate individuals and to grow with an expanding firm that believes in nurturing talent and developing long-term career success.
Description
- Resolving critical Customer complaints and relationship issues
- Leading, supporting the process of quality investigations, continuous process improvements, process productivity initiatives and critical product launches
- Management of Customer claim quality (f.e.Volvo, PSA, Jaguar)
- Lead Customer quality communication (top management meetings, customer quality meetings)
- Clear communication among HQ and Customers and ESWA management
- RMA Stock Management and Failure Analysis Management
- Organize and direct customer service Specialist/Associates/Team Leaders to deliver excellent and high standard customer service support to the organization's customers (non- VW)
- Energize and motivate customer service team (c. 80 persons)
- Provide feedback and follow up on performance of tasks to customer service representatives
- Respond and take action to customer concerns and complaints
- Ensure compliance with company guidelines and policies
- Communicate solutions, success and opportunities to staff
- Supervise and train associates on customer service as well as all other pertinent policies
- Build and maintain good relationships with customers (non VW)
- Supervise in the preparation of reports and analysis of quality indicators
- Create and supervise the budget
- Build the commitment of the team and ensure proper communication
Profile
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Job Offer
- For the successful Customer Service Quality Manager is a competitive salary and package, as well as the opportunity for long-term prospects.
- Fantastic training and progression opportunities
- A sincere and authentic environment with a friendly and supportive team
Location: Wrocław
Contract type: Na czas nieokreślony
About Michael Page
Michael Page is a leading professional recruitment consultancy specialising in the recruitment of permanent, contract and temporary positions on behalf of the world's top employers.
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