Job Description

Role Purpose - Act as the customer\xe2\x80\x99s main contact and source of information for customer specific quality requirements. Work across locations and functions to develop plans to improve quality performance in line with the voice of the customer.
Key Responsibilities Customer Service The conscious voice of the customer within the organisation, acting as the customer representative on all related activities. Accessing Customer B2B Portals on a regular (minimum weekly) basis in order to obtain performance metics and update / maintain customer specific requirements. Resolving Customer Issues Ensure customer specific systems (APQP, change management, zero mileage, warranty service, etc) and performance requirements are understood and communicated within the organisation. Customer Relationship Development / Prospecting Assure customer satisfaction by Monitoring and communicating current customer performance data, and ensure alignment with internal GKN Driveline reporting. Customer Relationship Management (CRM) Data Hold regular meetings with the customer to develop working relationships, review current performance, and discuss future changes to requirements. Customer Needs Clarification Clarify the customer\'s requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. Renewals Provide exceptional service to customers to encourage continued use of the organization\'s products/services. Compliance Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs). Personal Capability Building Undertake training when identified to improve business capability and allow for changes in technology and quality requirements. Continuously improve Customer Quality sub function. Quality Management System Monitors customer B2B portal data and highlights potential issues to Plant Management, Business Unit or Regional Quality Management and relevant Customer Quality Director. Operational Compliance Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs). Takes Local Plant Lead on escalated problem-solving using CSR (6 sigma, Shainin Red X, KT , etc) under the lead of Customer Quality Director leads the information flow between Plant & Customer Quality Director. Quality Concern Management Uses structured problem solving approach and engages cross-functional team to analyse problems in a timely manner, supported by robust data and sound logic. Quality Reporting Consolidates customer B2B portal data and summarize main issues/actions as part of plant Quality Reporting, Uses Monthly Voice of Customer Reports to drive improvements within plants scope.
Values & Behaviours Ingenious: Manages complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options. Ingenious: Effective decision making Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others\' involvement. Ingenious: Driving continuous improvement Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pursues, explores, and develops ways to ensure own work is as effective as possible within all relevant processes. Shares an analysis of process problems with stakeholders; discusses how to resolve the issue. Collaborative: Emotional intelligence Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds. Collaborative: Builds trust Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, acts consistently with the organization\'s policies and practices. Shows honesty and candor when working with others. Honors agreements and meets commitments. Principled: Accountability Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. Principled: Communicates effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing. Driven: Customer focus Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas. Driven: Action oriented Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities. Driven: Prioritisation Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work. Skills Leverages Digital Communications with Customers Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
Masters Service Conversations Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance. Navigates Customer Challenges Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance. Strengthens Customer Connections Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance. Customer-Focused Approach Works with guidance (but not constant supervision) to orient the seller\'s organization around delivering to the key needs of their customers. Builds Customer Loyalty Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization\'s ability. Typically works without supervision and may provide technical guidance. Service Into Sales Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance. In-Depth Questioning Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution. Education Bachelor\'s Degree or Equivalent Level Experience Experienced practitioner able to work unsupervised (13 months to 3 years)