Customer Service and Automotive Team Lead

Overview

Element Acton has a current opening for a Customer Service and Automotive Team Lead to join our growing team. 

 

Responsibilities

• Oversight of Client Support Representative Team in a professional manner to promote proactive customer service.
• Assist in client retention initiatives
• Liaise with Operations Manager to ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded.
• Hire and train Client Support Representatives to NQA, USA’s processes and system manual requirements.
• Proactively monitor CSR / EQM Dashboards to maintain internal efficiency and initiate process improvement plans where deficiencies are identified for process and personnel
• Liaise with all levels of the organization to identify solutions to internal efficiency and effectiveness issues, chair meetings, generate minutes, produce progress reports, ensure action items are completed in line with established timeframe
• Assist in Management of customer complaints with Operations Manager and Auditor Support Manager
• Support Accounting Receivables initiatives set by Operations Manager
• Reporting on Operational Metrics that support the group, i.e. CFC’s, Overdue NCRs, etc.

• Communication with the auditor and CSRs on the purpose of scheduling

• Manage full time auditor schedules to ensure they are meeting utilization numbers with CSRs and Operations Manager

• Coordinate auditor schedules with client needs through auditor allocation

• Resource management to ensure auditors meet logistic, competence, utilization and customer requirements

• New auditor onboarding process efficiency with Auditor Support Manager

• Utilize EQM to maintain information regarding scheduling activities, including auditor and client information

• Reporting on Scheduling Objectives, Full Time Utilization

• Direct communication liaison with NQA UK sector manager to relay critical information, training, etc. to US office

• Schedule Automotive audits as required per IATF rules directly with auditors and customers

• Monitor NCR process for all automotive clients to ensure IATF KPIs are met

• Assist in oversight process on all IATF database activities for US office

• Plan industry required witness audit reports

• Support all other IATF office audits, internal audits, corrective actions and other actions as needed

• Complete data integrity activities for QSD/GM and Business Units as required

• Provide direct input to team performance appraisals / reviews

Skills / Qualifications

• Bachelors Degree
• 1-3 years Management Experience
• 3-5 years related experience in a regulated industry
• Knowledge of Microsoft Office and EQM computer programs (database awareness)
• Data driven decision making
• Excellent administrative skills
• Excellent written and verbal skills

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Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

 

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

 

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

 

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

 

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual or