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Hillenbrand
ABEL Coperion Red Valve Rotex Batesville Batesville
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Finance
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Position Summary

The Customer Quality Specialist is responsible for providing superior customer service for all customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the company. The successful candidate must act as a liaison between other departments to ensure that customer’s issues are resolved both promptly and thoroughly. Coordinate technical communications with customers and suppliers to resolve warranty and quality issues to ensure customer satisfaction. responsible for the intake, evaluation/analysis, and remediation of consumer complaints The Specialist must be able to work independently, meet strict time deadlines, recommend processes, and standards for customer quality.


Company Summary
Since 1953, Red Valve has set the standard for solving the world’s toughest flow control challenges through unmatched elastomer design and manufacturing experience. Red Valve is dedicated to exceeding customer expectations with proven, creative, high-value solutions.


Red Valve has a passion for innovation and creativity, with a wealth of patents and best approaches developed for customers' needs. The people of Red Valve embrace this passion every day, providing reliable solutions to customers' most demanding challenges, wherever and whenever they are needed most.


Essential Duties and Responsibilities include the following:

  • Provides an exceptional level of customer service by addressing and resolving customer inquiries, technical problems and complaints regarding products, services, applications, etc. and make recommendations on resolving any issues.
  • Develop and implement processes and procedures to increase department efficiency.
  • Develop and implement department specific metrics and analytics (e.g. RMA/NCR Fault and Reason Analysis, COPQ, etc.) and maintain records in accordance with ISO standards.
  • Provide detailed instructions to engineering, design, and operations teams as needed to resolve RMA/NCR issues.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Using data-based decision making, evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Promote and ensure that all required information is entered accurately and timely into the ERP system
  • Works with purchasing and production teams to ensure on-time delivery
  • Identify and escalate, as appropriate, high-risk or especially time-sensitive issues
  • Completion of complaint remediation including customer refunds and/or credit adjustments as needed while meeting response deadlines
  • Participation in special projects and other duties may be assigned.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Education

Bachelor’s Degree (B.A.) in Business, Engineering, or other relevant fieldor a minimum of 5 years related experience and/or training; or equivalent combination of education and technical experience.


Skills/Experience
  • 4+ years of experience in customer service/sales, preferably in a technical capacity
  • Problem solving and decision-making capabilities (Required / Expert)
  • Demonstrate strong verbal and written communication, and conflict resolution skills including professional phone and email etiquette. (Required / Expert)
  • Must be task oriented with strong sense of priority and ability to manage multiple tasks. (Required / Expert)
  • Must have a strong customer focus (Required / Expert)
  • Must have excellent organizational skills. (Required / Intermediate)
  • Proficiency in MS Office including Word, Excel and PowerPoint. (Required / Intermediate)
  • Will need adequate technical/mechanical aptitude and the ability to develop knowledge of a technical product line (Required / Intermediate)
  • Ability to read and understand contract documents, specifications and engineering drawings. (Required / Intermediate)
  • Previous experience in a metric driven, low volume/high mix, fast-paced manufacturing environment (Preferred / Intermediate)
  • Ability to adapt to unfamiliar systems and situations with minimal review/supervision (Preferred / Intermediate)
  • Flexibility to adapt to deadlines, changing schedules, priorities, and unpredictable events as they arise (Preferred / Intermediate)
  • Ability to work independently as well as a member of a small support team (Preferred / Intermediate)
  • Practical understanding of Lean business practices and Continuous Improvement process implementation (Preferred / Basic)
Travel

Less than 25% overnight travel is required.



At Red Valve, a Hillenbrand company, we strive to build a diverse workforce through equal opportunity employment that embraces and leverages the differences each individual has to offer. Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veteran. 


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