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Quality and Customer Relations Manager
Quality and Customer Relations ManagerPrecision Strip • Canton, MI, USA
Quality and Customer Relations Manager

Quality and Customer Relations Manager

Precision Strip • Canton, MI, USA
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Quality

  • E nsure 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

    • Job Posted by ApplicantPro

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    Quality Manager • Canton, MI, USA

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