The CQS Role drives Customer Quality Satisfaction and FLS Quality Assurance through rapid Customer NCR / Complaint response and Customer Centricity.
The CQS Role is focused on understanding Customer Quality issues received through Intelex and assisting / facilitating the organization to resolve these issues. The CQS role supports the Sales / CRR Team (Customer Facing), and engages the Customer via FLS Sales / CRR Team guidance and collaboration.
Department description
The Regional Customer Quality Satisfaction Specialist will be part of a Integral Quality Assurance Team supporting and improving Customer Satisfaction and FLS Quality across four Regions of the world.
Your responsibilities
• Validate customer and internal issues (For BL’s) and initiate NCRs and Kick-off Meetings (KOMs) with the relevant teams.
• Conduct training and provide guidance on Intelex reporting and complaint management processes.
• Participate in monthly business review meetings across the Region.
• Provide recommendations to management based on NCR investigation outcomes and lessons learned.
• Lead weekly review meetings with stakeholders managing customer complaints to track progress, discuss challenges, and ensure timely closure.
• Communicate NCR progress and investigation updates to customers based on feedback received from internal teams.
• Support and participate in initiatives in collaboration with FLS teams.
What you bring
• A Senior Individual Contributor – who applies advanced knowledge of job area typically obtained through advanced education and/or technical education as well as work experience.
• 3 to 5 years Industry experience.
• Good people and interpersonal skills
• Team work essential.
• Read and Understand Specifications and Drawings
• Good Computer skills / Microsoft Suite.
As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all