Regional Quality Customer Satisfaction Specialist
Job Summary
The Regional Quality Customer Satisfaction Specialist is responsible for managing and improving customer complaint processes, ensuring compliance with quality standards, and enhancing overall customer satisfaction. This role involves tracking non-conformance reports (NCRs), analyzing quality data, and collaborating with internal teams to drive corrective actions and continuous improvements.
Key Responsibilities
Claims & NCR Management
-
Support teams in registering and managing NCRs in Intelex, providing training as needed.
-
Enter customer claims into Intelex as communicated by warranty and customer performance teams.
-
Ensure compliance with the Claims Handling Process (CCF), from NCR registration to claim closure.
-
Conduct weekly follow-ups on NCR status and generate early warnings for delays.
Communication & Collaboration
-
Maintain regular communication with warranty, performance, and supplier performance teams.
-
Provide updates and reports to commercial teams on customer complaints and resolution progress.
-
Serve as a key contact for customer complaint handling and service improvement initiatives.
Data Analysis & Reporting
-
Analyze NCR data to identify trends, impact, severity, and recommend corrective actions.
-
Monitor and report on Customer Experience Program (CXP) evaluations.
-
Maintain and track key quality and customer satisfaction KPIs.
Quality Compliance & Continuous Improvement
-
Ensure compliance with ISO 9001 requirements and root cause analysis (RCA) methodology.
-
Support quality initiatives aimed at improving customer satisfaction and operational efficiency.
Qualifications
Education & Experience
-
Bachelor's degree in Industrial, Commercial, or Quality Engineering, or a related field.
-
Experience with mining plant processes, equipment, and customer service.
Technical Skills
-
Proficiency in Intelex (Quality CRM) for NCR and complaint management.
-
Strong knowledge of ISO 9001 standards and compliance.
-
Expertise in Root Cause Analysis (RCA) methodology.
-
Data analysis and reporting skills to drive informed decision-making.
Top Skills
What We Do
FLSmidth is a full flowsheet technology and service supplier to the global mining and cement industries. We help our customers to improve performance, lower operating costs and reduce environmental impact.
With our MissionZero programme, we have set a target of providing solutions for zero-emissions mining and zero-emissions cement production by 2030, supporting a green transition built upon sustainable materials. www.flsmidth.com/MissionZero
Our operations span the globe and we are close to 11,000 employees, present in more than 60 countries. In 2022, FLSmidth generated revenue of DKK 21.8 billion.
FLSmidth is listed on NASDAQ OMX Exchange Copenhagen.
#technology #mining #cement #productivity #innovation #MissionZero
Privacy policy - https://www.flsmidth.com/en-gb/privacy-policy
