Quality Customer Service Specialist

Company Description

Ignite your full potential! At ITW, we think and act like entrepreneurs. We embrace autonomy, make our own decisions, and take ownership to create innovative solutions for the world's biggest and most influential brands.

We are everywhere. You may not know us, but you can see us everywhere. The products we manufacture and the solutions we design are all around you – from automotive components in your car, to state-of-the-art dishwashers, ovens and refrigerators in your favorite restaurants and hotels. The buildings where you live and work are built with ITW construction and welding products, and our ITW test and measurement solutions help to ensure the quality and safety of millions of products. quality testing solutions analyze the products you use every day.

We are global and diverse. Across our seven business segments we offer access to challenging opportunities in high-growth industries and markets all around the world.

We are committed to your full potential. We strive for everyone at ITW to reach their full potential, and we value the unique and diverse perspectives, experiences and ideas that make all of us better together.

We offer top quality compensation and benefits packages, including competitively priced medical and dental coverage the first of the month following hire, free life insurance, paid vacation and holidays, and immediate 401k employer matching. 

Join ITW today and come grow with us!

Job Description

Serve as a quality assurance professional with the planning, development, engineering, and management of production activities applied in the design and development of a program to reduce the risk of non-conformance in production. The position also manages the order fulfillment process including claims resolution. Developing strong relationships within our customer base is critical as this position is the primary customer contact for the customer to support departments.

Duties and Responsibilities:

• Actively participates in new program launches utilizing APQP process to fulfill quality related responsibilities that support the successful launch of new programs.
• Creates initial operator and auditor manuals
• Works closely with Manufacturing, Engineering and Quality
• Create initial control plans, FMEAs, process flow, inspection logs, and incoming logs for all products.
• Responsible to ensure conformity of products per customer requirements during launch.
• Establishes instructions and product samples to complete MSA studies per customer requirements during launch for PPAP submission.
• Enter, evaluate, and provide direction on MSA and Capability studies.
• Work with launch and production teams on continuous improvement
• Assists with the control of quality and manufacturing data specific forms & work instructions, in respect to the distribution/removal of obsolete forms/work instructions.
• Provide customer support by coordinating and leading activities for customer concerns/rejections, manage external sorting (if required), and maintains ongoing communication with customer and sort services.
• Has the authority (with prior approval) to notify customer if potential non-conforming product has been shipped.
• Responsible for monitoring & maintaining customer requirements and to provide appropriate guidance to ITW personnel.
• Perform internal, layered, and manufacturing process audits per direction of Quality Manager and internal audit schedule.
• Perform responsible administrative work requiring independent judgement with speed and accuracy for the Quality Manager and/or the Plant Manager
• Receive manual orders from customers via email.
• Prepare and price orders for accurate data entry using the LX, and policies defined by chosen material, point of production and customer supply agreements.
• Input orders into LX, deliver, activate order confirmation, and make orders active.
• Verify EDI orders daily.
• New parts and order setups in LX
• Assist customers with status or updates on existing orders.
• Effectively manage customer expectations, ensuring that service and delivery exceeds expectations, providing timely and responsive follow-through for customers.
• Performs follow-up activities on calls, order clarification, internal order delays and other tasks as assigned, timely and consistently documenting results, and follow-up actions.
• Accurately maintain project files & records for accurate record keeping and follow up.
• Responsible for adherence and providing direction within facility for maintaining compliance with ISO 9001, IATF 16949, ISO 14001, and OH&S standards as applicable.
• Perform other duties as directed by the Quality Manager and Plant Manager