Customer Satisfaction & Quality Manager

We are seeking an innovative, dynamic, and creative Customer Satisfaction & Quality Manager to join our team.

This role is responsible for providing leadership and collaboration in the areas of quality and customer satisfaction, as well as developing and strengthening the quality culture across our sites.

The individual in this role will oversee quality assurance, quality control processes, and associated programs by developing, implementing, and administering quality standards and procedures that ensure product quality, continuous improvement, and customer satisfaction.

What you will do in this position?

Leadership and Customer Experience


* Lead Quality and Customer Experience initiatives within the Distribution Center.


* Manage, develop, and mentor a team.


* Serve as the Voice of the Customer:
+ Collaborate regularly with customers to understand their expectations and concerns.
+ Communicate customer insights and drive customer-centric decision-making within the organization.
+ Influence decisions to ensure customer expectations are consistently considered.
+ Contribute to enhancing customer satisfaction and achieving quality objectives by aligning expectations and executing effective action plans.

Quality Excellence


* Manage customer service and quality-related processes from issue identification to prevention.


* Support Quality Excellence across the Supply Chain, including receiving, picking, packing, shipping, transportation, and returns.


* Integrate relevant quality programs and methodologies (such as 8D, Lean Six Sigma, and the Schneider Performance System) to support continuous improvement.


* Contribute to the implementation of a Tailored Supply Chain strategy.


* Recommend technologies or process improvements to reduce human error through automation.

Quality Systems


* Implement the Schneider Electric quality policy by defining Customer Satisfaction and Quality (CS&Q) roles, targets, and objectives within the organization.


* Support, advocate for, and implement global directives and policies.


* Oversee the entity's Integrated Management System (IMS).


* Collaborate regularly with Customer Satisfaction and Quality teams to ensure their needs are understood and addressed.


* Identify and leverage best practices to enhance quality performance.


* Ensure an appropriate level of competency within the Customer Satisfaction and Quality teams.

For this U.S.

based position, the expected compensation range is $130,400 - $150,200 per year, which includes base pay and short-term incentive.

The compensation range for this full-time position applies to candidates located within the United States.

Our salary ranges are determined by reviewing roles of similar responsibility and level.

Within the salary range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant educati...