Customer Satisfaction Lead

Celeros Flow Technology LLC; Glasgow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global flow control solutions provider is looking for a Customer Satisfaction Leader in Glasgow. The role involves coordinating responses to customer concerns and promoting a culture of continuous improvement. The ideal candidate will have knowledge of ISO9001-2015, experience in risk management, and a high level of computer proficiency. Benefits include opportunities for development, a competitive bonus structure, and 33 days of holiday annually.

Benefits

Opportunities to develop

Bonus

33 days holiday (inclusive of bank holidays)

Holiday buy and sell

Pension

Life Cover

Employee Assistance Program

Qualifications

• Demonstrated experience in risk management and root cause analysis.
• High level of computer proficiency, including MS Office.
• Skilled in improvement project preparation and delivery.

Responsibilities

• Coordinate responses to customer concerns.
• Drive customer satisfaction and feedback resolution.
• Manage financial reviews and drive improvements.

Skills

ISO9001-2015 knowledge

Risk management

Root Cause Failure Analysis

Computer proficiency

Improvement project delivery

Customer interface development

Data analysis and reporting

Internal and External audits

Tools

MS Office

PowerPoint

Job description

For over 140 years our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues this heritage of high performance and dependability, providing mission critical, sustainable flow control solutions for our customers around the globe.

Celeros Flow Technology is looking for individuals with a voice and a vision. We embrace change, diversity and promote new ways of looking at old ideas. We seek talented professionals to join our world-class team of innovators in a global, collaborative & multi-cultural environment, where you will be challenged, supported, and inspired to be extraordinary.

General Summary

The Customer Satisfaction Leader shall coordinate the company’s responses to concerns and proactively introduce customer awareness across all levels in the business, working in accordance with company policies and procedures.

Main Responsibilities

• Promote a culture of prevention & continuous improvement
• Promote and influence customer satisfaction through timely customer resolution and retrieval of customer feedback.
• Driving resolutions with customers and promoting the external image of the company through effective management.
• Coordinating with internal departments to define, resolve product & service quality issues, provide advice, guidance and support on all matters concerning Quality to Celeros personnel.
• Monitor and manage financial reviews driving improvements across the business based on CoPQ data from Warranty, Liquidated Damages and Goodwill.
• Work within Quality team and peer group to drive improvements across Internal & External teams
• Supporting product & service-related incident investigations, ensuring that methods of investigation and reporting are appropriate, promoting lessons learned are established and implemented.
• Driving a suite of Key Performance Measures and initiatives to drive improved levels of Customer Satisfaction across the Cathcart product lines.
• Producing weekly/monthly KPI reports to breed awareness relating to concerns across the Cathcart product lines
• Drive and promote the NCR process for quality disposition to all non-conforming products
• Benchmark with other Celeros locations to standardise processes to support resolutions where common clients are identified

Key Deliverables / Performance Indicators

• Record No. Open & Closed Concerns (monthly)
• Record the Financial impacts involved in servicing concerns (monthly)
• Record the value of net benefit being brought in defence of claims, though possible upsells, recovery or opportunity conversion (monthly)
• Demonstrate achievements made in post (monthly)
• Categorise the severity of Claims & demonstrate closure within suggested timeframes (monthly)
• Host cross functional teams to help service the progress of claims (weekly)
• Be fully compliant with all Quality goals and objectives for calendar year (annually)

About You

• Awareness of ISO9001-2015
• Able to demonstrate risk management and Root Cause Failure Analysis experience
• High level of computer proficiency (e.g., MS office, PowerPoint)
• Skilled in preparation, development, and delivery of improvement projects
• Experience with developing and forging a customer interface with strong product knowledge to compliment CUP Celeros Brand products
• Detailed analysis and reporting techniques including the visualisation and analysis of data
• Able to conduct and support Internal and External audits

Application Requirement

You must have valid right to work in order to apply for this role.

Benefits

• Opportunities to develop
• Bonus
• 33 days holiday (inclusive of bank holidays)
• Holiday buy and sell
• Pension
• Life Cover
• Employee Assistance Program

Physical Demands

• Required daily to stand, sit, walk, talk, hear, and see (specific close vision abilities are required to perform computer work)
• Required occasionally to stoop, kneel, crouch and crawl
• Required daily to use hands and fingers and arms to reach (to operate a computer and telephone)
• Required occasionally to lift and/or move objects that are light to moderate
• Required occasionally to travel (usually by air or road so may be required to sit for extended periods)

Working Conditions

• Ability to work with moderate noise (i.e. business office with computers, phone, and printers, etc.)
• Ability to work in an open planned office / individual office
• Ability to sit at a computer terminal for extended periods
• Ability to sit in a car or on a plane for extended periods

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Celeros Flow Technology Values

Integrity

We work safely and respect our employees, business partners & environment. We always lead by example.

Speed

In our mission to bring mission-critical flow control equipment to the world, energy in our actions & urgency.

Accountability

We stand behind our actions and deliver on our promises.

Partnership

We collaborate across our teams & our customers to win together. We rely on each other to deliver the best outcome & celebrate successes.

Excellence

We are passionate about being the best at engineering, manufacturing & maintaining mission-critical equipment. We seek quality & community improvement in every interaction.

Quality

Quality encompasses all aspects of Celeros’ business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system. All employees have an obligation to identify and record any such nonconformity, and through designed channels, initiate and recommend solutions.

Celeros Flow Technology is an equal opportunity employer.