Customer Experience Professional

Department:

Customer Service

Job Summary

Description

• Lead strategic customer engagement and serve as the primary point of contact for customer inquiries complaints escalations and critical field issues ensuring a high level of customer satisfaction and loyalty.
• Manage customer issue validation investigation and escalation processes by coordinating with Manufacturing Engineering Supplier Quality Supply Chain and Operations teams to drive timely and effective resolution.
• Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns ensuring corrective and preventive actions (CAPA) are implemented monitored and sustained.
• Oversee product safety field quality and supplier quality activities including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership.
• Drive proactive customer communication by providing regular updates on order status delivery risks product shortages quality issues and resolution plans while ensuring appropriate stakeholder review and alignment.
• Manage customer-related records field issue reporting JIRA case management performance scorecards KPIs and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives.
• Support order management inventory allocation material shortage mitigation and delivery execution for strategic customers while balancing customer expectations and operational capabilities.
• Foster cross-functional collaboration and lead continuous improvement digital transformation and operational excellence initiatives to enhance customer experience service performance and business outcomes.

Core Competencies

• Customer Experience (CX)
• Customer Success Management
• Customer Relationship Management (CRM)
• Escalation & Crisis Management
• Field Quality Management
• Supplier Quality Management
• Product Safety Governance
• Root Cause Analysis (RCA)
• Corrective & Preventive Actions (CAPA)
• Voice of Customer (VOC)
• Stakeholder Management
• Cross-Functional Leadership
• Process Improvement & Operational Excellence
• Data Analytics & Performance Management

Responsibilities

• Lead strategic customer engagement and serve as the primary point of contact for customer inquiries complaints escalations and critical field issues ensuring a high level of customer satisfaction and loyalty.
• Manage customer issue validation investigation and escalation processes by coordinating with Manufacturing Engineering Supplier Quality Supply Chain and Operations teams to drive timely and effective resolution.
• Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns ensuring corrective and preventive actions (CAPA) are implemented monitored and sustained.
• Oversee product safety field quality and supplier quality activities including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership.
• Drive proactive customer communication by providing regular updates on order status delivery risks product shortages quality issues and resolution plans while ensuring appropriate stakeholder review and alignment.
• Manage customer-related records field issue reporting JIRA case management performance scorecards KPIs and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives.
• Support order management inventory allocation material shortage mitigation and delivery execution for strategic customers while balancing customer expectations and operational capabilities.
• Foster cross-functional collaboration and lead continuous improvement digital transformation and operational excellence initiatives to enhance customer experience service performance and business outcomes.

Core Competencies

• Customer Experience (CX)
• Customer Success Management
• Customer Relationship Management (CRM)
• Escalation & Crisis Management
• Field Quality Management
• Supplier Quality Management
• Product Safety Governance
• Root Cause Analysis (RCA)
• Corrective & Preventive Actions (CAPA)
• Voice of Customer (VOC)
• Stakeholder Management
• Cross-Functional Leadership
• Process Improvement & Operational Excellence
• Data Analytics & Performance Management

Qualifications

• Bachelors degree in Engineering Business Quality Management Supply Chain or a related field.
• Proven experience in Customer Experience Customer Service Quality Management Technical Support Escalation Management or a related discipline.
• Experience managing customer complaints field issues product returns and quality investigations.
• Experience working with cross-functional and global teams.
• Strong communication stakeholder management and customer-facing skills.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Required Experience:

Unclear Seniority

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