A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
This position plays a key role in protecting customer satisfaction and supporting the Quality Management System by managing customer complaints, Return Material Authorizations (RMAs), and Company-wide Nonconformance Report (NCR) administration. The Customer Quality Specialist coordinates customer quality issues from initial intake through investigation, communication, resolution, and closure support while maintaining accurate records and providing trend information for continual improvement.
KEY RESPONSIBILITIES
Receive, review, and process customer complaints, claims, and RMA requests in accordance with internal procedures and applicable customer requirements. Investigate customer reports of nonconformance and coordinate supporting information with applicable departments. Communicate findings, status, and resolution information to customers as appropriate. Maintain complete and accurate complaints, claim, RMA, and customer communication records. Monitor all customer portals to support claim management and ensure compliance with customer reporting requirements Serve as the central administrator for Company-wide NCR entry, tracking, and record maintenance. Maintain NCR status, ownership, disposition, corrective-action, and closure information. Provide NCR status and factual information during Quality and cross-functional meetings. Follow up on missing or incomplete NCR information and escalate overdue, recurring, or high-risk issues. Support containment, recall notifications, investigations, root-cause activities, and corrective-action follow-up. Coordinate with Customer Service, Production, Shipping, Supply Chain, Engineering, Accounting, Quality, and other applicable departments to resolve customer and internal quality issues. Address applicable inventory discrepancies and allocations associated with claims and returned material. Enter accounting credit notes related to approved claims, RMAs, and contractual requirements. Review and confirm credit notes as assigned by accounting. Generate reports and trend data for customer complaints, RMAs, NCRs, reason codes, recurring issues, and customer feedback. Provide customer-quality and NCR information for KPI reporting, CARB, and Management Review. Recommend improvements to policies, procedures, and processes based on identified trends and recurring issues. Support OEM/customer quality activities and audits as assigned. Complete additional tasks and projects assigned.
KNOWLEDGE / SKILLS
Understanding customer complaints, RMA, claims, and nonconformance processes. Understanding of basic accounting principles and order-to-delivery process flow. Familiarity with customer Vendor Compliance Policies and Procedures. Proficiency in Microsoft Outlook, Word, Excel, Teams, and applicable RMA, claims, ERP, or Quality systems. Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and support root-cause analysis. Customer-focused with strong verbal and written communication skills, including negotiation and conflict resolution. High attention to detail, strong record-keeping skills, and ability to maintain confidentiality. Effective time management and adaptability in a fast-paced environment. Ability to work independently within defined authority and escalate issues appropriately. Collaborative team player with the ability to coordinate effectively across departments. Working knowledge of ISO 9001 and Quality Management System requirements preferred.
EDUCATION / EXPERIENCE
High school diploma or equivalent, plus 2+ years of experience in claims resolution, customer quality, RMA administration, supply chain, logistics, customer service, manufacturing Quality, or a related environment. Experience with claims, RMA, NCR, ERP, or Quality Management Systems preferred. ISO 9001 or OEM customer-quality experience is beneficial. Pay Range $26.20 to $31.63 per hour
Job Type:
Full-time Pay:
$26.20 - $31.63 per hour
Benefits:
401(k) Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Retirement plan Tuition reimbursement Vision insurance
