Customer Quality Leader

¿Who are we?

Our vision is to deliver sustainable value with standard, consistent, digitally enhanced processes. To achieve this, we are seeking to attract highly motivated and skilled professionals. In return we offer a corporate culture which champions professional development, embraces and leads change, crates ingenious solutions for our customers and encourages collaboration.

Role Purpose :

Support GKN locations surrounding any incident reported by the customer. This includes initiating and following up on containment, participating in root cause analysis and leading customer protection at customer facilities.

Represent GKN for all customer issues.

Monitor all cost associated with customer sorting and customer service providers.

Responsibilities:

• Customer Relationship Development / Prospecting

Ensure customer satisfaction by monitoring and communicating current customer performance data which aligns with internal GKN Driveline reporting.

• Customer Relationship Management (CRM) Data

Hold regular meetings with the customer and service representatives to develop working relationships, review current performance, and discuss future changes to requirements.

• Quality Management System

Monitor customer B2B portal data and highlights potential issues to the Quality Risk Manager or Regional Quality Management.

• Quality Concern Management

Participation with GKN plants in problem resolution using a structured problem-solving approach that engages cross-functional team to analize problems in a timely manner. This approach must be supported with robust data and sound logic.

If necessary, Gemba audits must be performed at GKN plants and / or particpation in online meetings of problem-solving.

Hold presentations at customer plants regarding problem-solving measures to help facilitate undertsanding of the issue and comunication between GKN.

• Quality Reporting

Consolidate customer reports (weekly or daily) from residents or external companies to provide factual data of containment and improvement actions at the customer.

Monthly report to be prepared with the summary of inspection cost and results of contaiment and corrective action.

• Travel to Customer Plants

Travel to customer plant according to schedule.

In the case of an emergency, be prepare to travel to customer plant immediately as soon as problem is reported and requires urgent support. Expectation is to start customer protection and comunication between GKN and customer.

Experience and essential qualifications:

• Bachelor's Degree or Equivalent Level

• Experienced practitioner able to work unsupervised (13 months to 3 years)

• Advanced English

• Candidates must be legally authorized to work in the United States on a permanent basis.

Essential Skills:

• Leverages Digital Communications with Customers

Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.

• Masters Service Conversations

Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

• Navigates Customer Challenges

Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

• Strengthens Customer Connections

Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

• Customer-Focused Approach

Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.

• Builds Customer Loyalty

Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.

• Service Into Sales

Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.

• In-Depth Questioning

Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.

GKN Driveline provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, age, genetic information, pregnancy, or disability.