Quality Resolution Specialist

HellermannTyton; Milwaukee (WI); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

HellermannTyton is seeking a Quality Resolution Specialist for the Electrical Market in Milwaukee to manage and report customer quality issues across the non-automotive market. The role involves handling inquiries, logging and closing complaints, and coordinating internal support to resolve concerns.

The ideal candidate will have a high school degree (bachelor’s preferred) with 5+ years in customer-facing processes, strong communication, and proficiency with MS Office, ERP, CRM, and QMS.

Formación

• 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 demeanor toward work, customers and associates at all levels.
• Excellent time management skills and ability to multi-task and prioritize work. Proficiency in MS Office with 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.

Responsabilidades

• Customer Complaint Management: Effectively manage customer complaints from the non-automotive market, including log, follow-up, close, and obtain feedback.
• Customer Complaint Reporting: Communicate complaint activities to non-automotive market parties; track issue types and repeat occurrences; submit corrective action reports to customers.
• Performance Monitoring: Track and report on the effectiveness of the non-automotive market complaint handling process; evaluate timeliness and quality of service vs. customer expectations.
• Cost Of Poor Quality (COPQ) Tracking: Categorize, collect, and report on non-automotive complaint impacts on COPQ (returns, credits, etc.).
• Quality Improvement Plans: Track and report on active HTNA QIP's; participate in QIP reviews and ensure readiness before updates; report on OPEN QIP's, scope, stage, and status.
• Return Authorization / Credit Support: Perform RGA and Credit functions for unaligned customers of the Automotive complaint process; handle requests and communicate RGA/Credit actions.
• Document Control Administration: Manage user access, review cycles, and internal system requirements; collect and report on system performance (users, changes, access, etc.).
• Monitor issue resolution lead times and expedite tasks; develop strategies to improve quality and efficiency of customer support; communicate with relevant areas of the company to ensure customer satisfaction.

Descripción del empleo

Job Summary

Under the direction of 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.

Essential Functions:

1. Customer Complaint Management Effectively manage customer complaints from the non-automotive market
   
   
   
   1. Receive, log, follow-up, close, and obtain customer feedback around our support services
   
   
   2. Obtain necessary \"internal\" support to resolve the customers concern
      
      
      
      1. Emergency Response Actions (ERA), Return Good Authorization (RGA), Credit for bad product
      
      
      2. Facilitate and confirm the containment of the customer complaint
      
      
      3. Document corrective actions taken
      
      
      
      
   
   
   
   


2. Customer Complaint Reporting Communicate complaint activities to the non-autotive market concerned parties
   
   
   
   1. Pareto concerns, products, customer and other catagories
   
   
   2. Track concern type issues, repeat occurances, and customer activity
   
   
   3. Submit corrective actions reports to customer
   
   
   
   


3. Performance Monitoring Track and report on the effectiveness of the non-automative market complaint handling process
   
   
   
   1. Timeliness and quality of service vs customer expectations,
   
   
   2. Obtain data from actual complaint activities, internal interested parties, and general customer inquiries \\
   
   
   
   


4. Cost Of Poor Quality (COPQ) Tracking - Voice Of the Customer (VOC) Catagorize, collect, and report on non-automative complaint impacts on COPQ (returns, credits, etc.)


5. Quality Improvement Plans Track and report on any active HTNA QIP's
   
   
   
   1. Participate in QIP reviews, obtain actions, assign responses, and verify readiness prior to any updates
   
   
   2. Report on OPEN QIP's their scope, stage, and status
   
   
   
   


6. Return Authorization / Credit Support Perform RGA and Credit functions for unaligned customers of the Automotive complaint process
   
   
   
   1. Receive requests, write, and communicate RGA / Credit requests (MTY, GDL, General, etc.)
   
   
   
   


7. Document Control Administration
   
   
   
   1. Manage user access, review cycles, and internal system requirments
   
   
   2. 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 proccesses


• 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.

Rev. 4.17.2025