Customer Services Quality Specialist

Nové Mesto nad Váhom, Trenčianský kraj
Trvalý pracovný pomer
Plný úväzok

Pred 22 dňami

Job Category: Manufacturing QualityJob Description:This position is an integral part of Service Quality Structure that ensures the deployment of Customer Experience. The Customer Service Quality Specialist is responsible for the register and follow up of customer complaints and field issues, monitoring and verifying the setting up corrective and preventive actions in collaboration with the corresponding cross-functional teams.They play a key role in the Service Quality team, verifying the correct resolution of customer complaints to prevent recurrence and ensuring their regular tracking, informing the corresponding stakeholders about their status and resolution.When 8D report is requested by the Customer, they will prepare it in collaboration with the cross-functional team designated to solve the complaint or the field issue. The report will be subsequently approved by the quality manager before its submittal to the customer. As a key role position, they will support Service Management with KPI reports analysis when requested. RESPONSIBILITIES

Customer Service Support

Verify the correct resolution of customer complaints, ensuring their regular tracking, informing about their status, resolution and archiving them in the customer complaint system.

Monitor corrective measures resulting from complaints to prevent recurrence, helping and driving Continuous Quality Improvement.

Prepare in collaboration with the cross-functional team designated to solve the complaint, the 8D report, when requested by the customer. The report will be subsequently approved by the quality manager before its submittal to the customer.

Provide relevant KPIs information when requested.

Follow all EHS requirements defined by internal procedures or communicated during training.

Follow required actions to prevent all emergency situations and operation controls rules.

Report on all accidents, occupational diseases, and emergency situations (where applicable).

Develop and maintain effective communication within the business.

Perform other duties and oversee special projects and assignments as may be assigned by management.

Respect principles of local and international VERTIV Trade Compliance procedures connected with all operations and business practices.

QUALIFICATIONS & REQUIREMENTS

University Degree

Preferred basics of electrical or thermal engineering, or reading technical documentation

Preferred experience in Customer Experience/Support for at least 2 years

Fluent in English and desirable a second language.

Active knowledge of RCA tools. Experience with 8D methodology

Good knowledge of MS Office applications and Oracle

Strong verbal and written communication skills

Smartsheet user preferred.

Proactive with the ability to prioritize and escalate operations and to solve problem situations and work in a team environment.

Well-developed interpersonal skills#LI-LJ1About the Team:Work AuthorizationNo calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity EmployerWe promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.

Vertiv

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