Customer Experience Improvement Specialist

hace 1 semana


Monterrey, Nuevo León, México 287 Flsmidth AS A tiempo completo

Job Summary

The Customer Experience Improvement Specialist at 287 Flsmidth A/S is responsible for enhancing overall customer satisfaction by managing and improving complaint processes, ensuring compliance with quality standards.

Key Responsibilities:
  • Claims & NCR Management: Support teams in registering and managing non-conformance reports (NCRs) in Intelex, providing training as needed.
  • Enter customer claims into Intelex: As communicated by warranty and customer performance teams, ensure compliance with the Claims Handling Process (CCF), from NCR registration to claim closure.
  • Communication & Collaboration: Maintain regular communication with warranty, performance, and supplier performance teams, providing updates and reports to commercial teams on customer complaints and resolution progress.
Data Analysis & Reporting:
  • Analyze NCR data to identify trends, impact, severity, and recommend corrective actions.
  • Monitor and report on Customer Experience Program (CXP) evaluations, maintaining and tracking key quality and customer satisfaction KPIs.

Qualifications:

  • Bachelor's degree in Industrial, Commercial, or Quality Engineering, or a related field.
  • Experience with mining plant processes, equipment, and customer service.
  • Technical Skills:
    • Proficiency in Intelex (Quality CRM) for NCR and complaint management.
    • Strong knowledge of ISO 9001 standards and compliance.
    • Expertise in Root Cause Analysis (RCA) methodology.
    • Data analysis and reporting skills to drive informed decision-making.


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