Specialist, Quality Solutions
New York, NY

Job Description

Ensures a positive customer experience by providing front line service for elevated issues related to technical or complex solutions for warranty, freight damage claims, quality complaints, parts resolution information or delay claims. Engages with customers to clearly define problems and document relevant details.

Responsibilities:

* Build strong relationships with customers and internal teams through positive, efficient, and timely issue resolution.
* Provide solutions and resolution for all potential quality issues at our suppliers, in the distribution center and at jobsites while minimizing financial exposure.
* Enter and follow up on orders associated with application testing, laboratory testing and Special Finishing as required.
* Perform testing associated with quality and maintenance in internal lab as required.
* Work closely with Sales, Design and Inventory while evaluating and helping to coordinate new product development, sourcing and launch (help design improve time-to-launch by working with them during all stages of development) when needed.
* Oversee the case/returns procedure as it relates to quality issues from inception to conclusion focusing on customer satisfaction and decreasing the number of quality claims annually based on yearly goals.
* Train associates on all aspects of quality.
* Manage the "Installation Hot Line," providing callers with timely and accurate service.
* Participate and coordinate test hangings as appropriate or required. Offering observations and suggestions to help eliminate issues and bring product to market more timely.

Requirements:

* Strong background in building effective relationships with customers
* Ability to work with and between all departments within the organization to gather necessary information and discuss plans of action for customer issue resolution.
* Excellent organizational and prioritizing skills with the ability to manage multiple tasks and projects simultaneously.
* Quality issue resolution with textiles preferred
* Experience in a manufacturing environment (preferably textiles or a related product)
* Strong aptitude and willingness to learn new technology tools.
* Excellent written and verbal communication skills. Presentation skills.
* Ability to maintain the knowledge database consistently and accurately.
* Ability to train, mentor and provide constructive feedback coaching for the success of others and help the team reach performance goals.
* Ability to use lean, think, project management concepts to improve department effectiveness and efficiency.
* Bachelor's degree preferred.

Designtex provides employment opportunities to all qualified employees and applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status and bases all employment decisions only on valid job requirements.