What are the responsibilities and job description for the Manager, Quality position at LG Energy Solution Michigan, Inc.?
Job Title: Manager, Customer Service
Reports to: Sr. Manager, Customer Service
Direct Reports: Yes
Location: Holland, MI
LG Energy Solution Michigan Inc. (LGESMI) develops and manufactures large lithium ion polymer batteries and modules for electric vehicle (EV) and energy storage applications. Come join the leader in advanced EV batteries! www.lgenergymi.com
Summary:
The role of Customer Service Manager will include supporting daily customer service activities for existing and future business in North America. The successful candidate will require an understanding of handling manufacturer product warranties and return material authorizations with quality background. The individual must be able to identify clients’ needs, generate solutions and respond to customer requests in a timely manner. This requires the individual to have adequate time management skills and the ability to nurture effective relationships with customers. The role will be within a fast-paced, team-oriented, international business.
Responsibilities:
- Report/track all activity for North America
- Act as primary point of contact for strategic accounts
- Ensure accurate and timely RMA follow ups to daily quality related inquiries
- Manage customer service engineers and 3rd party contracted partners
- Manage and forecast inventory and external failure costs
- Escalation and 8-D rolling with cross functional teams
- Manage, communicate and coordinate all necessary inventory needs between HQ and local teams
- Manage the customer communications, in-field service performances. Identify and implement improvements to achieve Turn Around Time (TAT) to meet company targets
- Ability to convey and report measurable results on customer service activities
- Conduct thorough and timely Layered Process Audits in appropriate work areas
- Maintain cleanliness at work-site in accordance with 5S3R Standards:
- Sort, Set in order, Shine, Standardize, Sustain
- Right Location, Right Quantity, Right Container
- Perform other duties as assigned
Qualifications:
- Bachelor’s degree required, MBA or MS preferred, or equivalent, relevant experience
Experience:
- 7 to 10 years of experience work with customer service
- 3 to 6 years of experience leading and managing multiple processes
Skills:
- Comfort around higher management
- Knowledge of quality related tools (design checklist and gate check sheet, PPAP, FMEA, SPC, MSA, etc.)
- Ability to deal with ambiguity and make sound decisions
- Effective workflow and process management
- Planning skills and effective communication of priorities
- Delegation and directing teams to meet goals
- Data management and analysis skills
- Ability to work flexible hours as needed to support customers
- Ability to work flexible hours as needed to support and work with HQ and global sites