Customer Experience & Compliance Lead

Landis+Gyr; Alpharetta (GA); On-site; USD 98,122 - 142,088; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Paid time off – 3 weeks

11 paid holidays

Tuition reimbursement

Pet insurance (optional)

Job summary

Landis+Gyr in Alpharetta, GA seeks a professional to support SOX compliance efforts, review sales orders, and drive revenue-impacting controls. You will develop KPIs, assist with customer service issues, and partner with Sales, Finance, Procurement and Delivery to improve processes and efficiency.

Responsibilities include screening and releasing documents in SAP, monitoring trends for product quality, and guiding improvements with Product Management and Engineering. Travel may be required.

Qualifications

• Bachelor’s degree in Business Management or related field.
• 4–6 years of customer service, technical support, or electronic technology experience.
• An equivalent combination of education and experience will be acceptable.

Responsibilities

• Execute and maintain SOX-compliant controls related to sales orders, warranty processing, and revenue-impacting activities.
• Lead compliance screening activities for business partners, sales orders and purchase orders, follow up on blocked documents and define a course of action. Release documents in SAP and flag operations that are not compliant, using the GTS system in place.
• Manage performance indicators (KPIs) and communicate KPI performance reporting to senior leadership.
• Set performance goals and objectives that align with the departmental plan.
• Review and monitor support cases for trends around negative product quality and product feedback; act on and drive information to Product Management and Engineering.
• Evaluate and provide feedback on business processes under a continuous improvement strategy to improve productivity and efficiency across the department.
• Work with other supervisors and management to support the team to maximize customer satisfaction.
• Provide feedback to the organization regarding quality issues (volume, resourcing, time-to-resolve).
• Support hardware CAPA efforts by attending meetings, providing information, and connecting the organization to resolution and appropriate customer communications.
• Ensure contractual hardware support language matches internal processes and overall strategy.
• Participate in the coordination and release of NPI in regards to device support readiness.
• Ensure contractual hardware/device support language is consistent with internal processes, procedures and overall support/warranty strategy.

Skills

Leadership

Interpersonal skills

Communication

Judgment and thinking

Performance skills

Personal characteristics

Education

Bachelor’s degree in Business Management or related field

4–6 years of customer service / technical support experience

Tools

Excel

Word

Access

Job description

Landis+Gyr in Alpharetta, GA seeks a professional to support SOX compliance efforts, review sales orders, and drive revenue-impacting controls. You will develop KPIs, assist with customer service issues, and partner with Sales, Finance, Procurement and Delivery to improve processes and efficiency.

Responsibilities include screening and releasing documents in SAP, monitoring trends for product quality, and guiding improvements with Product Management and Engineering. Travel may be required.