Customer Service & Quality Manager

Company Overview: FXI is reshaping comfort and performance through foam innovation. From bedding and furniture to healthcare and transportation, our materials power the brands, products, and experiences people rely on every day. You’ll find our solutions behind many of the most recognized consumer brands in comfort — including Molecule, Serta, Sleep Innovations, Yourigami, and Novaform — as well as in leading OEM and retail partnerships across North America. Our culture is built on curiosity, collaboration, and results. With cutting-edge R&D and a network of advanced manufacturing sites, FXI drives what’s next in comfort technology. Everywhere foam goes, FXI innovations lead the way.

 

Job Overview: The Customer Service and Quality Manager is responsible for overseeing and improving customer service operations and ensuring the delivery of high-quality service standards. This role involves managing customer service operations and implementing quality assurance processes to maintain product integrity and customer satisfaction.

 

 

Essential Job Duties:

1. Customer Service Operations:
• Develop and implement customer service protocols specific to the manufacturing environment to ensure timely and effective communication with clients.
• Manage customer inquiries, complaints, and issues regarding product quality and delivery, ensuring prompt resolution.
• Work in coordination with the sales and production teams to ensure customer requirements are understood and met.
• Develop and implement customer service policies and procedures to enhance efficiency and client satisfaction.
• Oversee the daily operations of the customer service department ensuring all customer inquiries and issues are addressed promptly.
• Analyze customer feedback and service level data to identify trends and areas for improvement.
• Develop and implement customer service policies and procedures.
• Manage and lead a team of customer service representatives.
• Monitor and evaluate the performance of the customer service team.
• Ensure customer inquiries and complaints are handled promptly and effectively.

 

1. Quality Assurance Management:
• Oversee the quality assurance processes across the manufacturing facility, implementing industry best practices.
• Develop, implement, and maintain quality standards and procedures to ensure compliance with regulatory and company requirements.
• Conduct regular audits and inspections of products and processes to identify areas for improvement.
• Establish quality standards and conduct regular assessments to maintain service excellence.
• Implement continuous improvement initiatives to enhance customer service quality and operational efficiency.
• Ensure compliance with organizational standards and adherence to policies and regulations.
• Quality Control Analysis - Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Develop and implement quality control processes to ensure product and service quality.
• Analyze customer feedback and work with other departments to implement improvements.
• Prepare and present reports on customer service and quality performance.

 

1. Team Leadership:
• Lead, train, and manage the customer service and quality assurance team, fostering a culture of excellence and continuous improvement.
• Conduct performance evaluations and identify training needs to develop team competencies.
• Facilitate communication and cooperation between the customer service and production teams to ensure seamless operations.
• Recruit, train, and mentor customer service representatives to ensure a high-performing team.
• Conduct regular performance evaluations and provide coaching to team members to enhance their skills and knowledge.
• Foster a positive and collaborative team environment encouraging professional growth and career development.

 

1. Continuous Improvement:
• Analyze customer feedback and quality metrics to identify trends and initiate corrective actions and improvement projects.
• Implement process improvement initiatives to enhance product quality and reduce customer complaints.
• Lead cross-functional teams in quality improvement projects and report on progress and outcomes to senior management.

 

1. Reporting and Documentation:
• Prepare and manage comprehensive quality reports, customer feedback summaries, and performance metrics.
• Ensure accurate documentation of quality assurance activiti