Region Customer Quality Satisfaction Specialist

FLSmidth; Monterrey; On-site; MXN 300,000 - 420,000; Full time

Job summary

FLSmidth in Monterrey, Mexico, seeks a Regional Customer Quality Satisfaction Specialist to drive customer quality satisfaction and assist the global QA team with rapid NCR/complaint responses and customer-centric resolution.

The role focuses on handling issues reported via Intelex, supporting the Sales/CRR teams, and guiding cross-functional stakeholders to close NCRs promptly, while conducting trainings and leading weekly review meetings to track progress and share lessons learned.

Qualifications

• Senior individual contributor with advanced education and relevant experience.
• 3–5 years industry experience.
• Good interpersonal and teamwork skills.
• Ability to read and understand specifications and drawings.
• Proficient in Microsoft Office.

Responsibilities

• Validate customer and internal issues and initiate NCRs and KOMs with relevant teams.
• Conduct training and guidance on Intelex reporting and complaint management processes.
• Participate in monthly business review meetings across the region.
• Provide recommendations to management based on NCR investigations and lessons learned.
• Lead weekly review meetings with stakeholders managing customer complaints to track progress and ensure timely closure.
• Communicate NCR progress and investigation updates to customers based on feedback from internal teams.
• Support and participate in initiatives in collaboration with FLS teams.

Skills

Interpersonal skills

Teamwork

Read specifications & drawings

Microsoft Office

Education

Advanced education

Tools

Microsoft Suite

Job description

Regional Customer Quality Satisfaction Specialist

The CQS Role drives Customer Quality Satisfaction and FLS Quality Assurance through rapid Customer NCR / Complaint response and Customer Centricity.

The CQS Role is focused on understanding Customer Quality issues received through Intelex and assisting / facilitating the organization to resolve these issues. The CQS role supports the Sales / CRR Team (Customer Facing), and engages the Customer via FLS Sales / CRR Team guidance and collaboration.

Department Description

The Regional Customer Quality Satisfaction Specialist will be part of a Global Quality Assurance Team supporting and improving Customer Satisfaction and FLS Quality across four Regions of the world.

Your Responsibilities

• Validate customer and internal issues (For BL’s) and initiate NCRs and Kick-off Meetings (KOMs) with the relevant teams.
• Conduct training and provide guidance on Intelex reporting and complaint management processes.
• Participate in monthly business review meetings across the Region.
• Provide recommendations to management based on NCR investigation outcomes and lessons learned.
• Lead weekly review meetings with stakeholders managing customer complaints to track progress, discuss challenges, and ensure timely closure.
• Communicate NCR progress and investigation updates to customers based on feedback received from internal teams.
• Support and participate in initiatives in collaboration with FLS teams.

What You Bring

• A Senior Individual Contributor – who applies advanced knowledge of job area typically obtained through advanced education and/or technical education as well as work experience.
• 3 to 5 years Industry experience.
• Good people and interpersonal skills
• Team work essential.
• Read and Understand Specifications and Drawings
• Good Computer skills / Microsoft Suite.

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply – the more diverse our employees are, the stronger our team is. In our commitment to equal opportunity and eliminating bias, we kindly request that you exclude personal information such as age, ethnicity, marital status, number of children, and photographs from your application materials.

What We Offer

FLS is a dynamic and growing Global business in the Mining and related Industries, providing strong opportunities for development and employee satisfaction.

FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and minerals industries – for more information please visit FLSmidth.com/careers

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.