Customer Service Specialist

this job entails about 70% customer care and 30% manufacturing related qa

The manufacturing Quality Assurance Analyst is responsible for managing and completing the returns process in accordance with company guidelines. This role involves recording and coordinating activities across multiple sites and departments, including manufacturing, customer service, sales, and others as needed. The Analyst will answer inquiries, accurately input return information on customer accounts, and perform various quality-related duties, including corrective and preventive action (CAPA) analysis.

Additionally, the Analyst will periodically review internal control procedures and business processes to identify and recommend improvements that enhance efficiency and the accuracy of internal processing. The Analyst will take a lead role in working with management to conduct root cause analysis using the 5Y problem-solving method. Furthermore, the Analyst will prepare and maintain accurate data analysis reports to identify trends and initiate corrective actions.

• Investigate customer complaints and non-conformance issues.
• Draft quality assurance policies and procedures.
• Interpret and implement quality assurance standards.
• Review the implementation and efficiency of quality and inspection systems.
• Collect and compile statistical quality data.
• Analyze data to identify areas for improvement in the quality system.
• Develop, recommend, and monitor corrective and preventive actions.
• Prepare reports to communicate the outcomes of quality activities.
• Evaluate audit findings and implement appropriate corrective actions.
• Perform other projects and duties as assigned.

• Associate’s degree in a technical field with 2+ years’ experience
• Strong computer skills including Microsoft Office and databases
• Experience with a CRM, MRP/ERP System
• Knowledge of tools, concepts and methodologies of QA
• Must be able to work in the U.S.
• Excellent communication and follow‑up skills
• Detail and task orientated
• Must be able to read and write English
• Are accountable to others
• Have the courage to challenge the status quo
• Are honest with co‑workers and customers
• Able to be innovative problem solvers
• Are engaged team members
• Add value to the Company
• Expects excellence of self and others
• Overserves top customers
• Understands, simplifies and acts to improve processes