Business Support, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Support/Service, Detail Oriented, Develop and Maintain Customers, Documentation, ERP (Enterprise Resource Planning), External Audit, Internal Audit, International Business, Manufacturing, Microsoft Office, Multitasking, Order Management, Organizational Skills, Physical Demands, Problem Solving Skills, Quality Engineering, Quality Management, Quality Metrics, Quality Monitoring, Record Keeping, Root Cause Analysis, Supply Chain, Time Management, Track Customer Issues
Responsible for acting as the primary liaison between customers and Kelvion regarding customer quality
concerns, complaints, and corrective actions. This role works closely with customers and internal departments
to investigate issues, coordinate responses, communicate corrective actions, and ensure timely resolution of
customer quality concerns while maintaining strong customer relationships.
RESPONSIBILITIES & DUTIES
- Serve as the primary point of contact for customer complaints and quality-related inquiries.
- Receive, document, and track customer complaints through closure.
- Coordinate investigations between Quality, Engineering, Production, Supply Chain, and other departments to determine root causes and corrective actions.
- Communicate findings, corrective actions, and resolution status to customers in a timely manner.
- Maintain complaint records, corrective action reports, customer correspondence, customer portals, and quality documentation as required.
- Track open quality issues and ensure timely completion of corrective actions.
- Assist in monitoring customer quality metrics and trends.
- Support internal and external audits as required.
- Assist with continuous improvement activities related to customer satisfaction and product quality.30-
- Cross train with other team members to ensure coverage and support business needs.
- All other duties assigned.
OTHER RESPONSIBILITIES
- To ensure Kelvion's Standard of Excellence, which includes quality, is incorporated into every product we produce.
- Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Vision and Values, Operational Framework
REQUIREMENTS (KNOWLEDGE, SKILLS & ABILITIES)
- Strong customer service, relationship-building, communication, and organizational skills.
- Ability to effectively communicate with customers and cross-functional teams.
- Proficient in Microsoft Office 365 with the ability to learn ERP and quality management systems.
- Ability to multi-task, manage multiple customer issues simultaneously, and work independently and collaboratively in a fast-paced manufacturing environment.
- Strong attention to detail, documentation, time management, and problem-solving abilities.
EDUCATION AND EXPERIENCE
- High school diploma, general education degree, or equivalent required.
- Associate's degree in business, Quality, Operations, Engineering, or related field preferred.
- 2+ years of experience in customer service, quality coordination, customer quality, manufacturing support, order management, or a related role.
- Experience in a manufacturing or industrial environment preferred.
- Experience supporting customer complaints, corrective actions, or quality investigations preferred.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodation may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; reach with hands, arms,
and shoulders. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or
crawl; and talk and hear. The employee occasionally will be required to hand lift and/or move objects up to
25 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this job. Reasonable accommodation may be made to enable
individuals with disabilities to perform the essential functions.
At Kelvion we thrive on collaboration, embracing diversity of thought, and valuing every voice. Within Kelvion creativity shines because people are listened to, their contributions recognised, and their ideas welcomed. Our flexible approach to the way we work places people's health and satisfaction as a priority, enhancing engagement and fostering career opportunities. We empower engaged individuals to grow, progress and carve their own paths within the company.
Together, We Shape the Future