Quality and Customer Relations Manager

Quality

• Ensure quality metrics are achieved and results communicated.
  • Create and execute improvement plans as required for sustained achievement.
• Understands and communicates customer quality expectations to plant associates.
• Ensures IATF compliance.
• Facilitate the creation and/or implementation of new or changed quality procedures or guidelines.
• Ensures all customer complaints are recorded and internal/external corrective actions are completed timely and to the satisfaction of the customer through effective root cause analysis and problem solving.

Sales and Customer Interaction

• Ensures customer satisfaction through quality and service performance as well as relationship development.
  • Ensures relationships developed for key plant customers and end-users.
• Collaborates with HQ Sales Department for:
  • Customer communication and relationship development
  • Business development
  • Customer forecasts
• Assists Operations Manager with business plan and growth requirements through development and execution of sales strategies.
• Leads CSR Team to establish strong customer relationships through communication and delivery of quality and service beyond the customer expectations.
  • Understand customer requirements for quality and service performance metrics.
    • Develops and executes improvements plans as necessary.
    • Assists in problem solving of customer issues.
  • Understand customer business for internal forecasting and business development.
  • Communicates information to the appropriate associates to ensure alignment within our organization.
  • Quote/Price services in accordance with Account Manager/Operations Manager.
    • Reference Sales Department Flow Diagram.

Productivity

• Responsible for associate staffing, assignments, and scheduling of associates for the QCR department.
• Ensures the accuracy of ERP (Genesis) customer specificiations and associate instructions to provide a seamless interaction between planning and production.
• Reports plant capacity, current and forecasted, to Operations Manager.
• Works with team to determine solutions for capacity information which is not aligned with normal plant operation and/or customer forecasts. Ensures production schedule is effective and efficient. Collaboration with Process Manager required.

Continuous Improvement

• Work together with local plant leadership to take responsibility of quality and improvement strategies in alignment with customer requirements and customer satisfaction.
• Identify opportunities for modifying, automating, and streamlining processes and make business case recommendations based on analysis.
• Continuously strives to increase customer satisfaction through improvements of key metrics which may include on-time delivery, carrier wait times, inventory management, and communication with key customers.
• Works with Process Manager to increase plant efficiency and improve communication.
• Develops and maintains policies and procedures for QCR Group focused on customer satisfaction and process efficiency; creates KPIs to maintain, track, and improve effectiveness of QCR Group.
• Take a lead role in change initiatives; never satisfied and always looking to improve.
• Develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes or systems
• Ensures that good communication occurs from the production office to production floor

OTHER DUTIES:

• Key Relationships For Collaboration
  • All Associates
  • Sales Department
  • Interplant Peer Group
  • Shared Service Departments As Necessary