Quality Resolution Specialist

Quality Resolution Specialist, Electrical Market

Under the direction of the Director of Quality, the Quality Resolution Specialist, Electrical Market is responsible for effectively handling and reporting on customer issues impacting quality. Quality Resolution Specialist, Electrical Market will serve our team with internal and external inquiries across the Electrical side of the business. Quality Resolution Specialist, Electrical Market is responsible for their assigned accounts.

• Customer Complaint Management Effectively manage customer complaints from the non-automotive market
  • Receive, log, follow-up, close, and obtain customer feedback around our support services
  • Obtain necessary "internal" support to resolve the customers concern
    • Emergency Response Actions (ERA), Return Good Authorization (RGA), Credit for bad product
    • Facilitate and confirm the containment of the customer complaint
    • Document corrective actions taken
• Customer Complaint Reporting Communicate complaint activities to the non-automotive market concerned parties
  • Pareto concerns, products, customer and other categories
  • Track concern type issues, repeat occurrences, and customer activity
  • Submit corrective actions reports to customer
  • Performance Monitoring Track and report on the effectiveness of the non-automotive market complaint handling process
    • Timeliness and quality of service vs customer expectations
    • Obtain data from actual complaint activities, internal interested parties, and general customer inquiries
  • Cost Of Poor Quality (COPQ) Tracking - Voice Of the Customer (VOC) Categorize, collect, and report on non-automotive complaint impacts on COPQ (returns, credits, etc.)
  • Quality Improvement Plans Track and report on any active HTNA QIP's
    • Participate in QIP reviews, obtain actions, assign responses, and verify readiness prior to any updates
    • Report on OPEN QIP's their scope, stage, and status
  • Return Authorization / Credit Support Perform RGA and Credit functions for unaligned customers of the Automotive complaint process
    • Receive requests, write, and communicate RGA / Credit requests (MTY, GDL, General, etc.)
  • Document Control Administration
    • Manage user access, review cycles, and internal system requirements
    • Collect and report on system performance (users, changes, access, etc.)
  Other Functions
  • Monitor issue resolution lead times and expedite tasks.
  • Development of strategies to increase the quality and efficiency of customer support.
  • Provide feedback regarding complaints and related questions with all relevant areas of the company to ensure customer satisfaction as needed.
  • Communication Proficiency (talk, write, listen, and resolve)
  What You'll Bring
  • High school degree or equivalent required.
  • Bachelor's degree preferred in a related field and a minimum of 5 years experience in Customer facing processes.
  • Detail oriented with ability to think strategically and coach others to achieve results in a positive manner.
  • Proven effectiveness as a team player and leader.
  • High level of competency in written/verbal communication, project management, analytics, problem solving, and goal setting.
  • Interpersonal skills to maintain a professional and exemplary demeanor toward work, customers and associates at all levels of the company including conflict resolution.
  • Excellent time management skills and ability to multi-task and prioritize work. Proficiency in MS Office with expertise in Microsoft Word, PowerPoint and Excel.
  • Working knowledge of ERP, CRM, and Quality Management System. Ability to analyze and revise operating practices to improve efficiency.
  • Available to work flexible hours to cover required business hours. Additional hours as required meeting customer needs.

  Hellermann Tyton Corporation is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.