Customer Experience Manager

Our busy Manufacturing client in the Dungannon area requires a Customer Experience Manager to join their Quality Team. As the Customer Experience Manager, you will take a leading role in ensuring that effective quality processes, plans, and reporting are in place to make sure that the quality standard of the company’s products continues to meet world-class quality standards. This role will require the successful candidate to work closely with the department’s Quality Manager in resolving repeat customer replacements.

MAIN RESPONSIBILITIES:

• Maintain and continuously improve highly effective procedures for complaint processing and investigation.
• Handle customer complaints promptly and effectively.
• Liaise with the Customer Services Team in resolving customer quality-related issues and provide a point of escalation for the Customer Services Team where required.
• Attend regular meetings with Customers and act as the company’s quality representative.
• Monitor customer feedback, respond and act where necessary - identify trends and proactively trend the status of Customer Replacement and associated Quality Metrics.
• Liaise with the Quality Manager and production departments to provide solutions and drive closure of Replacement NCRs and ultimately reduce recurring issues and close-out times.
• Ensure Quality Metric data is accurate and always reflects actuals.
• Conduct a Root Cause Analysis and assign area responsibility for the implementation of Corrective Action for Customer Complaints and Customer Replacements.
• Support the Quality Team in relation to the implementation of Quality Standards across all products.
• Any other reasonable duties which may be required by management from time to time.

SKILLS REQUIRED

• Strong technical knowledge which can be applied to a Manufacturing Environment.
• Ability to build strong Customer relationships and be a team player.
• Self-motivated individual and able to multi-task and prioritise own work.
• A can-do, find-a-way attitude.
• Experience of delivering high-quality work to deadlines.
• Creativity, diplomacy, self-motivation, and self-confidence.
• Must display initiative and integrity.
• Excellent interpersonal and communication skills.
• Proficient in Microsoft Office; specifically the use of Microsoft Excel to filter, identify, analyse and interpret trends or patterns in data.