Customer Care Quality Coordinator

The Customer Care Quality Coordinator serves as the primary liaison between the customer and the organization, ensuring timely and effective communication regarding customer requirements, quality concerns, complaints, and operational needs. This position plays a key role in maintaining customer satisfaction, driving continuous improvement, and ensuring compliance with customer-specific requirements and quality management standards.

• Manage and maintain customer portals, ensuring information is accurate, updated, and submitted on time.
• Analyze customer scorecards and coordinate improvement actions to achieve performance targets.
• Prepare and present monthly customer performance reports.
• Coordinate internal responses to customer-reported quality concerns and complaints.
• Provide training and communicate quality-related issues, customer concerns, and new quality requirements throughout the organization.
• Lead Quality Review Meetings (QWR) to discuss customer quality issues and corrective actions.
• Coordinate customer visits, audits, and follow-up activities, ensuring timely closure of action plans.
• Review, read, and interpret engineering drawings, specifications, and customer requirements.
• Prepare and submit quality reports required by customers and management.
• Escalate critical situations that may impact product quality, delivery performance, or customer service.
• Monitor and coordinate internal and external containment activities related to quality issues.
• Conduct product quality assessments and support decision-making through testing, analysis, and evaluation against customer expectations.
• Develop, implement, and maintain quality systems and processes within the production plant.
• Support continuous improvement initiatives focused on customer satisfaction and product quality.
• Perform additional assignments and special projects as directed by the Quality Manager.
• Comply with all company biosafety, health, safety, and environmental requirements.
• Promote and maintain workplace organization, cleanliness, and efficiency through 5S methodologies.
• Support and participate in activities related to IATF 16949, ISO 9001, and ISO 14001 management systems, including internal and external audits. #LI-DNI

Qualifications

• Knowledge of quality management systems, including IATF 16949, ISO 9001, and ISO 14001.
• Ability to interpret engineering drawings, specifications, and technical documentation.
• Experience handling customer complaints, scorecards, audits, and corrective action processes.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and customer relationship management abilities.
• Proficiency in Microsoft Office applications and customer portal management.
• Advanced English communication skills (written and verbal).

New Product Development

Advanced Product Quality Planning

Eight Disciplines Problem Solving (8D)

Kaizen Methodology

Statistical Process Controls

Process Failure Mode And Effects Analysis (PFMEA)

Lean Six Sigma

Supplier Quality Management