Quality Customer Service Representative
- Global Enterprises Inc
- USA - El Paso
- Presence
- Quality Management, Quality Assurance
Job Summary:
Responsibilities:
- Conduct quality audits of customer interactions to ensure compliance with company standards and policies
- Perform regular quality control checks and inspections of service processes and documentation
- Monitor and evaluate customer service calls, chats, and emails for adherence to quality systems and best practices
- Act as a liaison between customers and the plant, including issuing RMA numbers and initiating 8D problem-solving processes as required
- Collect, analyze, and interpret customer feedback, service metrics, and quality inspection data to identify trends and improvement opportunities
- Collaborate with cross-functional teams and management to implement quality management strategies
- Assist with developing training materials and conducting coaching sessions based on quality analysis findings
- Maintain accurate documentation of quality audits, inspections, and corrective actionsWork day and/or night shifts as needed; weekends may be required
- Travel internationally approximately 20–30% as required
Qualifications:
- High School diploma or equivalent required
- Minimum of 1 year of experience in customer service within a manufacturing environment required; quality experience strongly preferred
- Minimum of 1 year of quality experience in a manufacturing environment required
- Familiarity with quality systems, QA/QC procedures, and manufacturing standards
- Working knowledge of IATF 16949, EMS, and Quality Management System awareness requirementsStrong understanding of process FMEA and control plans
- Excellent analytical skills with the ability to generate actionable insights from data
- Bilingual proficiency in English and Spanish (verbal and written) required; ability to communicate effectively with customers in the USA and Mexico
- Strong interpersonal and communication skills, including professional phone etiquette and the ability to speak in group settings and meetings
- Proficient in Microsoft Office (Word, Excel) and basic computer skills for data entry and documentation
- Ability to work independently and collaboratively in a team environment
- Ability to work 40 hours or more per week
- Physical requirements include standing for extended periods, lifting/pushing/pulling 25–50 lbs., occasional stooping, bending, and kneeling, and sufficient stamina and core strength to perform job duties safely
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Equal Employment Opportunity Employer
