Customer Experience Manager

Our busy Manufacturing client in the Dungannon area requires a Customer Experience Manager to join their Quality Team. As the Customer Experience Manager, you will take a leading role in ensuring that effective quality processes, plans and reporting are in place to make sure that the quality standard of the companys products continues to meet world class quality standards. This role will require the successful candidate to work closely with the departments Quality Manager in resolving repeat customer replacements. MAIN RESPONSIBILITIES: Maintain and continuously improve highly effective procedures for complaint processing and investigation. This includes handling customer complaints promptly and effectively. Liaise with Customer Services Team in resolving customer quality related issues and provide point of escalation for the Customer Services Team where required. Attend regular meetings with Customers and act as companys quality representative. Monitor customer feedback, respond and act where necessary - identify trends and proactively and trend the status of Customer Replacement and associated Quality Metrics. Liaise with Quality Manager and production departments to provide solutions and drive closure of Replacement NCRs and ultimately reduce recurring issues and close out times. Ensure Quality Metric data is accurate and always reflects actuals. Conduct a Root Cause Analysis and assign area responsibility for implementation of Corrective Action for Customer Complaints and Customer Replacements. Support the Quality Team in relation to the implementation O&S Doors Quality Standards across all products. Any other reasonable duties which may be required by management from time to time. SKILLS REQUIRED Strong technical knowledge which can be applied to a Manufacturing Environment Ability to build strong Customer relationships and be a team player. Self-Motivated individual and able to multi-task and prioritise own work. A can do, find a way, attitude. Experience of delivering high quality work to deadline Creativity, diplomacy, self-motivation and self confidence Must display initiative and integrity. Excellent interpersonal and communication skills Proficient in Microsoft Office; specifically the use of Microsoft Excel to filter, identify, analyse and interpret trends or patterns in data For more information or to discuss this role in confidence please contact Eunice Loughran on Benefits: Paid Holidays Parking Pension Fund