Customer Quality & Warranty SpecialistSuperior Essex

The primary role of the Customer Quality & Warranty Specialist is to support the administration of customer claims, returns (RMAs), credits, warranty programs and the ISO and TL 9000 quality systems. This position works alongside the Manager and is developed to assume expanded responsibility, including claim settlement and legal liaison.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Management of all customer claim activities, including:
• Initial review of information and proper classification of product related complaints, sales errors, price adjustments, stock rotations, freight issues or any other error related to customer satisfaction.
• Return Material Authorization approval and administration ensuring that company policy and procedures are followed.
• Management of all Engineering Services and Technical Complaints activities, including:
• Coordination of bi-weekly reports and meetings
• Customer communication and follow up
• Documentation and submission of warranty/labor claims, including customer legal release letters and payments
• Direct support of Sales in the management of the Stock Rotation Program
• Upload the Customer stock rotations for the processing of RMA’s as submitted
• Processing of Scrap Credits according to company guidelines
• Maintain the claims dashboard and prepare claims and warranty reports for management.
• Direct support of the Manufacturing facilities ISO and TL 9000 registrations including:
• Review and update CQP’s (Corporate Quality Procedures) and Quality Manual
• Maintain all related documents and procedures on the company internal web site
• Internal audit support
• Management of customer warranty program terms and conditions, including extended and custom warranties.
• Review all submittals for accuracy and submit to Engineering for approval
• Process Warranty letters and Certificates
• Maintain all Warranty information in a document retention system
• Communication with Sales, Rep Firms, Customer and Installation Companies regarding documentation, additional information, approvals and denials.
• Serve as business subject matter expert for claims, inventory, and reporting in the new ERP implementation.
• Process all Purchase orders in MX Open for department as requested

SKILLS AND ABILITIES REQUIRED:

• Excellent oral and written communications skills.
• Strong attention to detail and organization in maintaining records and documentation.
• Ability to demonstrate logical thinking in problem solving and sound judgment with customers.
• Professional approach when working with customers, Legal, Finance, and plant personnel.
• Significant transactional and research experience within MX Open ERP system, or equivalent.
• Working knowledge of ISO and TL 9000 quality system requirements desired.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in business, quality, operations, or a related field, or equivalent experience.
• 2 to 5 years’ experience in customer service, inside sales, claims, order management, or quality.
• Experience in wire and cable or industrial manufacturing is preferred.
• Experience with claims, returns, credits, or warranty processes is preferred.

LICENSES OR CERTIFICATIONS:

None required. Progress toward ASQ Certified Quality Auditor (CQA) and Six Sigma Yellow Belt certification is desired.

COMPUTER EQUIPMENT AND SOFTWARE REQUIREMENTS:

• Microsoft Office (Word, Excel)
• Enterprise (ERP) systems, including order, inventory, and reporting transactions.
• Experience maintaining dashboards and reports desired.