Quality Support Specialist - Coatings

Job Purpose

Manage customer complaint process from start to finish.  Includes investigation, reporting, monitoring, ongoing communication, resolution, target adjustments, data analysis and root cause analysis.  As time permits, evaluate raw materials (SQA) and support shift supervisor.

Key Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty safely, satisfactorily, and in a timely manner. 
•    Respond promptly and professionally to customer complaints via different communication channels (e.g., phone, email, virtual visits) while demonstrating empathy and understanding.
•    Conduct thorough and detailed investigations to identify the root cause of the customer complaint, utilizing problem-solving skills to identify appropriate solutions and analyzing all available information/documentation and collaborating with relevant departments as necessary.
•    Assess complaints received against established quality standards, policies, and procedures, ensuring that all responses align with company values and customer satisfaction goals.
•    Collaborate closely with cross-functional teams, including product development, quality control, and operations, to address customer concerns and implement effective corrective actions.
•    Develop and execute appropriate resolution plans for each complaint, utilizing problem-solving skills to provide fair and effective solutions that meet and/or exceed customer expectations.
•    Document all customer complaints in a detailed and accurate manner, maintaining an organized and up-to-date complaint tracking system. Prepare regular reports summarizing complaint patterns, trends, and potential areas for improvement.
•    Provide prompt and professional responses to customer complaints, demonstrating empathy, understanding, and a commitment to problem resolution by taking ownership of customer complaints from initiation to resolution, ensuring timely follow-up and effective communication

     throughout the process.
•    Identify recurring customer complaints or emerging issues and communicate them to the relevant teams for proactive resolution.
•    Analyze complaint data to identify trends and suggest improvements in products, processes, and customer service to reduce the occurrence of complaints.
•    Develop and maintain comprehensive knowledge of company products, policies, and procedures to accurately address customer inquiries and complaints.
•    Collaborate with the quality team to implement and monitor quality improvement programs, providing insights and suggestions based on customer feedback.

Job Requirements

• Bachelor's degree in Quality Management, Quality Assurance, Chemistry, Engineering or other science- related field or a combination of a high school diploma and equivalent work experience in a technical environment with a quality focus is preferred.
• Proven experience in customer service or complaint handling roles, preferably in a quality-focused environment.
• Excellent written and verbal communication skills, with the ability to clearly articulate information, empathize with customers, and present resolutions effectively.
• Exceptional conflict resolutions, problem-solving and analytical skills, with the ability to critically evaluate situations, identify patterns, and propose effective solutions.
• Detail-oriented with exceptional organizational and multitasking skills to handle a high volume of customer complaints efficiently.
• Ability to remain calm, composed, and customer-focused in high-stress situations, demonstrating a genuine desire to assist and resolve customer issues.
• Proficient in using CRM systems (SAP a plus) and Microsoft Office Suite.
• Familiarity with quality assurance principles and practices, including root cause analysis and corrective action implementation.
• Knowledge of quality control principles and methodologies.
• Familiarity with industry-specific regulations and quality standards.
• Strong teamwork and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
• A passion for delivering exceptional customer experiences and driving continuous improvement in quality standards.

Rewards & Benefits

• Pay $32.25 hourly 
• Benefits beginning Day 1
• 401K retirement savings with 6% company match
• Progression (pay for skill) pay plans
• Annual bonus
• Medical insurance with HSA
• Dental, Vision, Life, AD&D benefits
• Generous vacation, personal and holiday pay
• Tuition Reimbursement
• Career growth opportunities
• Active Diversity and Inclusion Networks
• Employee referral bonus

Competencies