Who we are: Steelcase was founded as an office furniture maker, and we've evolved into the global leader in workplace solutions. We apply our insights to the intersection of space, technology, and furniture, helping individuals and teams in leading companies around the world to have a better day at work. What You Will Be Doing: The Customer Satisfaction Leader ensures a positive customer experience through investigation and resolution of quality issues as reported through customer complaints utilizing root cause analysis techniques. They ensure that accurate records are maintained and that acceptable and cost efficient process resolution methods are formulated to prevent reoccurrence. Maintains close contact with field sales, manufacturing management, engineering, dealers, and customers to resolve any deficiencies in products. Manages the process for returned goods between Steelcase and customers. Leads task forces in crisis situations. Skills and Abilities: * Able to lead in crisis situations and to effectively channel resolution through the right departments/people. * Able to scrutinize, synthesize, analyze and interpret data to understand the impact on customer satisfaction and business goals. * Able to manage multiple tasks of high priority while delivering exceptional customer service and good business decision making. * Understands and is able to apply quality assurance processes such as Pareto analysis and root cause analysis. * Able to effectively use SAP and customer issue databases. * Motivated to act with urgency and responsiveness. * Able to achieve results through others. * Knows and understands of the interrelationships between sales/marketing and quality assurance. * Able to effectively communicate verbally and in writing with all levels within the entire value chain. * Able to effectively resolve sensitive issues related to product performance working throughout the value chain. Education/Experience: 2 year Associates Degree and ASQ certification as a Quality Technician or Quality Improvement Associate (preferred) 4 year degree (preferred) Extensive quality assurance experience with broad knowledge of manufacturing processes, engineering concepts, quality assurance techniques and in-depth product knowledge
Steelcase provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements.
Employer's Job# 2338
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