What are the responsibilities and job description for the Customer Service Representative position at AGC Automotive Americas?
AGC Automotive Americas (AANA) is a leading supplier of automotive glazing for the OEM and aftermarket industries and is part of the AGC Group, the largest global glass supplier employing more than 50,000 worldwide in approximately 30 countries.
Responsible for operating production lines in such a manner as to ensure safety of self and others as well as quality of product produced.
As a Customer Service Representative at AGC, you will be the cornerstone of our customer support, responsible for building and maintaining strong relationships while serving as their primary point of contact. This role involves managing the entire customer claim process, from initial reporting to coordinating the analysis of returned products, ensuring seamless communication between our customers and internal AGC teams to resolve issues effectively. A crucial part of your role will be to champion the “Voice of the Customer” within our organization, providing quick responses and ensuring their feedback drives our problem-solving activities. Additionally, you will oversee the sorting of rejected products at customer sites, monitor and report on customer satisfaction metrics, and handle the review and dispute of customer financial deductions to uphold our service standards.
Responsibilities:
- Customer Scorecard – Quality related items.
- OEM Customer PPM or equivalent (Honda GQI, GM Sourceability).
- Voice of the Customer:
- Meeting incidents and quality claims response timing based on customer requirements.
- Knowing and communicating Customer Quality Requirements and concerns
- Cost of Quality:
- Quality incidents and sorting activity at customer, warranty cost, contract budget.
Education/Experience Requirements:
- A four-year technical degree or equivalent experience is preferred.
- Four years of manufacturing and/or quality experience.
- Working experience with core automotive quality tools including APQP, PPAP, Control Plans, PFMEA, MSA, and various problem-solving methodologies.
- Technical understanding of Glass Fabrication, Assembly, and Injection Molding is desired.
- While performing the duties of this job, the employee is required to bend, crouch and stand, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms and keep balance. Ability to walk and/or sit for extended periods of time. The employee must regularly lift and/or move up to ten (10) pounds, and occasionally lift up to twenty (20) pounds.
What can AGC Offer You?
We offer a competitive compensation package including base salary, structured bonus plan, comprehensive benefits, and opportunities for career advancement.
Equal Opportunity Employer – To be considered applicants must be legally authorized to work in the United States.