Customer Claims Quality Specialist (manufacturing/automotive)

$58,000 - $65,000/Yr

Peopletek - Lexington, KY

Full-time - Mid Level

Lexington, KY

Professional, Scientific, and Technical Services

About the position

The Customer Claims Quality Specialist (CQS) is responsible for managing the entire claims process within the manufacturing and automotive sectors. This role involves reviewing and investigating customer claims, coordinating with various departments to resolve issues, and serving as the primary point of contact for customers regarding their claims. The specialist ensures compliance with quality standards and maintains documentation related to customer complaints and corrective actions.

Responsibilities

• Manage the Customer Complaint Log.
• Manage the Corrective Action Log.
• Coordinate root cause analysis for customer complaints using problem-solving tools.
• Respond to customer complaints on time according to systems/procedures.
• Negotiate with customers regarding sorting, material returns, or replacements.
• Prepare credit notes or replace materials for external customers.
• Communicate the status of complaints to customers and internal areas.
• Ensure that corrective actions are completed on time.
• Ensure that all complaints have the required documentation complete in their respective folders.
• Ensure that closed corrective actions have the corresponding evidence and modifications to documents like Flow Diagrams, FMEA, and CP, and verification of the effectiveness of the actions.
• Keep controlled complaint documents up to date in QT9.
• Keep containment procedure up to date.
• Keep track of specific customer requirements.
• Manage corrective action meetings.
• Ensure evidence of corrective actions compliance.
• Manage Customer complaint systems/portals.
• Manage the inspections related to quality containments/sorting.
• Manage costs of non-quality.
• Follow up on the area risk matrix.
• Monitor and update process turtle diagram in the area.
• Track KPI related to Customer Claims.
• Implement 5S in the area.
• Ensure compliance with IATF 16949 and corporate/customer requirements.
• Negotiate with clients regarding materials involved in complaints.
• Negotiate with sorting external suppliers.

Requirements

• Bachelor's degree in Engineering or similar.
• 2+ years' experience in Manufacturing Sector/Automotive Quality Sector.
• Minimum 1 year of work experience in customer complaints.
• Experience in the entire claims process from start to finish.
• AIAG Core Tools knowledge (APQP, PPAP, PFMEA, CONTROL PLAN, MSA, SPC).
• Technical interpretation of IATF 16949 standard.
• IATF Internal Auditor Experience.
• Knowledge of engineering drawing interpretation (GD&T).
• Effective communication skills (written and verbal).
• Strong organizational/prioritization skills.
• Good analytical/problem solving skills.
• Process Mapping Tools knowledge.
• Solving Problems Tools (8D, 5Why, Failures Tree, Fishbone Diagram, Quality Alerts, etc.).
• Computer skills including Microsoft Office 365 (Outlook, Excel, Power Point, Word).
• ERP System JDE knowledge is a plus.
• Statistical software knowledge (Minitab, Power BI, etc.) is a plus.

Nice-to-haves

• Experience with statistical software such as Minitab and Power BI.
• Knowledge of ERP systems, particularly JDE.