Supplier Quality & Customer Satisfaction Manager

The Supplier Quality & Customer Satisfaction Manager is responsible for ensuring suppliers consistently meet quality, delivery, and performance expectations that support customer satisfaction objectives.

This role serves as the primary link between Procurement, Supply Chain, Operations, Manufacturing, and Suppliers to improve supplier quality, reduce defects, eliminate disruptions, and drive continuous improvement across the supplier base.

Key Responsibilities


* Develop and manage the Supplier Quality Program.


* Establish supplier quality requirements, standards, and performance expectations.


* Lead supplier qualification, onboarding, and approval processes.


* Conduct supplier audits and assessments.


* Monitor supplier performance through scorecards and KPI reviews.


* Lead Supplier Corrective Action Requests (SCARs).


* Facilitate root cause investigations using 8D, 5 Why, and Fishbone methodologies.


* Lead supplier development initiatives and quarterly business reviews.


* Support incoming quality controls and risk mitigation activities.


* Drive supplier-related improvements impacting customer satisfaction.

Required Qualifications


* Bachelor's degree in Engineering, Manufacturing, Supply Chain, Quality, or related field.


* 5+ years of supplier quality, manufacturing, procurement, or operations experience.


* Experience managing supplier audits, corrective actions, and quality programs.


* Strong analytical, leadership, and project management skills.


* Preferred Qualifications


* Lean Six Sigma Green Belt or Black Belt.


* ASQ CQE or CMQ/OE certification.


* Experience with PPAP, APQP, FMEA, SPC, and Control Plans.


* Experience in prefab, electrical equipment, industrial manufacturing, or construction-related industries.

Key Performance Indicators


* Supplier PPM Reduction


* Incoming Defect Reduction


* Supplier Audit Compliance


* Supplier On-Time Delivery


* Corrective Action Closure Rate


* Supplier-Caused Customer Complaints


* Cost of Poor-Quality Reduction

Supplier Audits & Compliance


* Develop and execute annual supplier audit plans based on risk, spend, criticality, and performance.


* Conduct quality system, process, manufacturing, and compliance audits at supplier facilities.


* Evaluate supplier adherence to contractual requirements, specifications, quality standards, and regulatory requirements.


* Document audit findings, identify gaps, and issue corrective action requests.


* Verify implementation and effectiveness of corrective actions through follow-up audits and reviews


* Maintain audit records, schedules, and compliance documentation.


* Partner with Procurement and Operations teams to support strategic supplier development and risk mitigation efforts.


* Report supplier audit results, trends, and risks to leadership through scorecards and performance reviews.

What's in it...