The Customer Quality Relation Manager is dedicated to fostering strong, proactive customer relationships by ensuring all products consistently meet or exceed customer quality expectations. This role serves as the primary contact for all customer quality inquiries, addressing issues with urgency and transparency. Responsibilities include responding to customer quality concerns, conducting root cause analysis, and developing effective action plans to prevent recurrence, ensuring customers are kept informed throughout the resolution process. The Customer Quality Relation Manager will organize and lead regular quality meetings with customers, implementing systems and improvements to address and resolve quality concerns in alignment with customer needs.
Additionally, the Customer Quality Relation Manager develops and maintains quality processes and procedures that reflect customer-specific requirements and ensures these are embedded throughout the organisation. This role also oversees the quality supervisor and quality control teams, prioritizing continuous training and skill development to ensure that all team members deliver quality aligned with customer standards. The manager tracks supplier and goods return to evaluate and improve corrective and preventative actions, proactively integrating customer feedback to drive targeted quality initiatives.
The Customer Quality Relation Manager will generate monthly quality reports to communicate trends, monitor performance and ensure continuous improvement in alignment with customer expectations. They will conduct regular internal audits to verify compliance with industry standards, establish key performance indicators (KPIs) focused on quality and customer satisfaction, and collaborate closely with cross-functional teams (e.g. production, procurement) to align quality standards across the organization and address any issues impacting the customer experience.
By conducting regular risk assessments and fostering a culture of quality, the Customer Quality Relation Manager strengthen the organization’s commitment to customer satisfaction, proactively improving quality standards and enhancing overall customer trust and confidence in product quality. Through strong leadership and collaboration, this role continuously refines processes to elevate customer satisfaction and exceed expectations.
General:
- Excellent time management skills
- Ensure you are neat and tidy and conduct yourself in a professional manner with all stakeholders
- Adhere to all policies set out by the company and follow all processes and procedures of the company.
- Must have excellent communication skills, problem solving skills and conflict management skills
- Ensure the working area is neat, tidy and safe always
- Must be able to use the Microsoft Suite or software
- Be part of the projects teams and carry out duties as required on the projects
- Meet targets set out by the business. Form part of the solution by providing insight on why targets are not being met
- Implement solution as required
- Collaborate with other managers, supplier, services and other staff for effective carrying out of work
- Carry out systematic problem solving
- Able to carry out root cause analysis and generate and carry out a plan of action
Tasks and Responsibilities:
- Customer Quality Relationship Management
- Quality Team Leadership and Development
- Customer Engagement and Quality meetings
- Quality Systems and Process Development
- Performance Monitoring and Reporting
- Supplier and Goods Return Management
- Quality Audits and Compliance
- Risk Management and Mitigation
- Cross-Functional Collaboration
- Customer Feedback Integration
- Budgets
Required Skills:
- Customer Relationship Management
- Quality Control and Quality Assurance Knowlege
- Root Cause Analysis and Problem-Solving
- Data Analysis and Reporting
- Team Leadership and Development
- Process Development and Documentation
- Project and Time Management
- Audit and Compliance Knowledge
- Risk Management and Mitigation
- Cross-Functional Collaboration
- Adaptability and Continuous Improvement Mindset