Position: Customer Service Representative

Location: Sanjan, Umbergaon, Near Valsad, Gujarat

Position Objective: Contributing to Customer delight by improving organisation systems and processes and generating
current product/process improvement ideas using customer inputs through various platforms.

Key Responsibilities:

1. Customer Inputs Registration;

1.1. Ensuring registration of inputs with all details.

1.2. Connecting with input initiator if registered inputs have missing details.

1.3. Checking rows of registered input for any error.

1.4. Ensuring acknowledgement email sent by input initiator to customer.

2. Customer Inputs Investigation & Assignment;

2.1. Initiate detailed investigation of the inputs registered for assignment.

2.2. Categorize customer inputs into Complaint / Feedback / Query / VOC / EIOW / Strategic input.

2.3. Update Dispatch, Product & Defect information in CI tracker.

2.4. Define severity of complaint.

2.5. Decide improvement methodology for analysis & resolution of customer input.

2.6. Decide plant / location responsible, function responsible for analysis & resolution of customer input.

2.7. Assign customer input to functional SPOC with all details of customer input & 8D / why-why target

dates as per defined SLAs .

3. Facilitating Correction, Containment, RCA & CAPA through customer inputs review meetings;

3.1. Scheduling open CI review meetings with Functional SPOC.

3.2. Attending the review meetings with SPOC with mentioned agenda & prerequisite.

3.3. Updating MOM in CI weekly review meeting.

3.4. Assisting SPOCs in framing 2 slider.

3.5. Ensuring communication of closure reports with internal / external customers.

4.



Customer Inputs Sustenance Audits;

4.1. Prepare a monthly corporate/Sanjan/Athal audit plan and share with required stakeholders.

4.2. Schedule audit in google invite attaching plan.

4.3. Conduct audits as per the plan shared.

4.4. Prepare audit observations and collect evidence and update audit findings in the sustenance audit

sheet.

4.5. Sharing audit findings on email.

4.6. If audit finding is unsatisfactory result then conduct for followup audit

4.7. Update audit related section in CI tracker.

5. Performance monitoring of customer inputs;

5.1. D3 completion followup.

5.2. Sharing a D3 report on a weekly basis.

5.3. Sharing open input reports on a weekly basis.

5.4. Analysis of Customer inputs for Quality EMR.

6. Quality Improvement Initiatives;

6.1. Participating in Quality improvement initiatives. (eg 5S, Quality Circle and so on)

6.2. Identifying improvement opportunities in CIHS framework, in CI audits and implementing them.

6.3. Through CI analysis - Able to provide ideas of products and process improvements.

7. Competency building around RCA & CAPA tools and techniques;

7.1. Maintaining list of competent functional SPOCs (Level 1,2,3 so on).

7.2. Conducting training and awareness sessions on some fixed frequency.

7.3. Evaluating overall training effectiveness.

Desired Candidate Profile:

1. 8D methodology.

2. Should be well versed with Six sigma Problem solving techniques of RCA (WHY - WHY & Fishbone) and

CAPA.

3. Deep Product and Process Knowledge.

4. Basic auditing knowledge as per ISO 19011: 2018

5. Deep knowledge of Google suite & its applications.

Qualifications: Diploma / B. E. / B. Tech (Mechanical)

Work Experience: 4+ Years

📌 Customer Service Representative (Sanjan)
🏢 headsquestcom
📍 Sanjan