Customer Experience Professional

 

• Lead strategic customer engagement and serve as the primary point of contact for customer inquiries, complaints, escalations, and critical field issues, ensuring a high level of customer satisfaction and loyalty.
• Manage customer issue validation, investigation, and escalation processes by coordinating with Manufacturing, Engineering, Supplier Quality, Supply Chain, and Operations teams to drive timely and effective resolution.
• Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns, ensuring corrective and preventive actions (CAPA) are implemented, monitored, and sustained.
• Oversee product safety, field quality, and supplier quality activities, including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership.
• Drive proactive customer communication by providing regular updates on order status, delivery risks, product shortages, quality issues, and resolution plans while ensuring appropriate stakeholder review and alignment.
• Manage customer-related records, field issue reporting, JIRA case management, performance scorecards, KPIs, and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives.
• Support order management, inventory allocation, material shortage mitigation, and delivery execution for strategic customers while balancing customer expectations and operational capabilities.
• Foster cross-functional collaboration and lead continuous improvement, digital transformation, and operational excellence initiatives to enhance customer experience, service performance, and business outcomes.

Core Competencies

• Customer Experience (CX)
• Customer Success Management
• Customer Relationship Management (CRM)
• Escalation & Crisis Management
• Field Quality Management
• Supplier Quality Management
• Product Safety Governance
• Root Cause Analysis (RCA)
• Corrective & Preventive Actions (CAPA)
• Voice of Customer (VOC)
• Stakeholder Management
• Cross-Functional Leadership
• Process Improvement & Operational Excellence
• Data Analytics & Performance Management 

 

• Lead strategic customer engagement and serve as the primary point of contact for customer inquiries, complaints, escalations, and critical field issues, ensuring a high level of customer satisfaction and loyalty.
• Manage customer issue validation, investigation, and escalation processes by coordinating with Manufacturing, Engineering, Supplier Quality, Supply Chain, and Operations teams to drive timely and effective resolution.
• Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns, ensuring corrective and preventive actions (CAPA) are implemented, monitored, and sustained.
• Oversee product safety, field quality, and supplier quality activities, including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership.
• Drive proactive customer communication by providing regular updates on order status, delivery risks, product shortages, quality issues, and resolution plans while ensuring appropriate stakeholder review and alignment.
• Manage customer-related records, field issue reporting, JIRA case management, performance scorecards, KPIs, and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives.
• Support order management, inventory allocation, material shortage mitigation, and delivery execution for strategic customers while balancing customer expectations and operational capabilities.
• Foster cross-functional collaboration and lead continuous improvement, digital transformation, and operational excellence initiatives to enhance customer experience, service performance, and business outcomes.

Core Competencies

• Customer Experience (CX)
• Customer Success Management
• Customer Relationship Management (CRM)
• Escalation & Crisis Management
• Field Quality Management
• Supplier Quality Management
• Product Safety Governance
• Root Cause Analysis (RCA)
• Corrective & Preventive Actions (CAPA)
• Voice of Customer (VOC)
• Stakeholder Management
• Cross-Functional Leadership
• Process Improvement & Operational Excellence
• Data Analytics & Performance Management 

• Bachelor's degree in Engineering, Business, Quality Management, Supply Chain, or a related field.
• Proven experience in Customer Experience, Customer Service, Quality Management, Technical Support, Escalation Management, or a related discipline.
• Experience managing customer complaints, field issues, product returns, and quality investigations.
• Experience working with cross-functional and global teams.
• Strong communication, stakeholder management, and customer-facing skills. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.