General function:

 

The customer care position is responsible for providing 5 stars customer service to OEM’s through intermediating of the daily communication between the customer and the plant and through active solving of customer issues.

Ensures communication within the plant so that customer topics & calls are answered in a timely, efficient and knowledgeable manner.Ensures proper application of problem solving methodology 8D (QRCI).Provides ontime proper feedback to customers in written and spoken form (B2B portars).Assists Customer Care Leader and Quality Manager with daily operation of the customer topics to include the development, analyses and implementation of actions.Works as a member of special or ongoing projects that are important to area/process improvement.Leading immediate actions in plant – coaching of Quality Engineers.Leading plant process topics – rootcause analysis, corrective actions – coaching Quality Engineers.Supports SQA with customer relevant topics.Participation on workshops and important meetings with suppliers or customer.Communication of quality targets within the plant.Employee is informed about Code of Ethics, Code of Management and Being Faurecia philosophy and is respecting and following it  Competencies:

 

1. Communication Proficiency.

2. Customer/Client Focus.

3. Performance Management.

4. Problem Solving/Analysis.

5. Technical Capacity.

 

Health safety, fire protection and environmental protection (HSE):
Resposible for herself/himself and colleagues

 

Team work:

Team player

 

 

 

Qualification requirements:

Education

University degree, Engineering preferably or corresponding professional experience

 

Professional experience (years and area of experience)

3-5 years

 

Professional knowledge

 

BMW, VW, Opel, Mercedes - customer specific requirements (GS norms, auditing,reports)

FES

IATF

VDA

 

Skills (e.g. communication skills, presentation skills, negotiation skills, management skills, result orientation etc.)

•  Excellent communciation (both written and spoken) and interpersonal skills

•  Ability to “sell” the ideas and convince, presentation skills

•  Organization and coordination skills

•  Analytical and systematic thinking, planning skills

•  Proactivity, drive, high commitment and energy, leadership

•  Management skills, result orientation

•  Reliability

•  Willingness to further development, flexibility

•  Stress resistant

•  Leadership skills

 

Recommended knowledge:

 

•  IATF 16949, 8D report, FMEA, Control plan, VDA2, VDA6.3. , CSR (for VW FormelQ, D/TLD), MSA, Statistics,VDA6.5

 

 

Language knowledge level (e.g.fluent for daily communication on a professional level)

•  German – fluent for daily communication on a professional level                      

•  English as an advantage

 

 

PC skills

MS Office (Excell, Word, Power Point, Outlook)Customer portals: PSA, BMW, VW, Mercedes

 

Other required skills (please specify)

International mindset, intercultural skills and understanding