Customer Management Coordinator in Glasgow

For over 140 years our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues this heritage of high performance and dependability, providing mission critical, sustainable flow control solutions for our customers around the globe.

Celeros Flow Technology is looking for individuals with a voice and a vision. We embrace change, diversity and promote new ways of looking at old ideas. We seek talented professionals to join our world-class team of innovators in a global, collaborative & multi-cultural environment, where you will be challenged, supported, and inspired to be extraordinary.

The Customer Concern / Warranty Resolution Lead will focus on customer satisfaction and coordinate the company’s responses to concerns and pro-actively introduce customer awareness across all levels in the business, working in accordance with company policies and procedures whilst driving a satisfactory solution to the customers concerns.

• Driving resolutions with customers and promoting the external image of the company through effective management.
• Coordinating with internal departments to define, resolve product & service quality issues, provide advice, guidance and support on all matters concerning Quality to Celeros personnel.
• Monitor and manage financial reviews driving improvements across the business based on CoPQ data from Warranty, Liquidated Damages and Goodwill.
• Work within Quality team and peer group to drive improvements across Internal & External teams.
• Supporting product & service-related incident investigations, ensuring that methods of investigation and reporting are appropriate promoting lessons learned are established and implemented.
• Driving a suite of Key Performance Measures and initiatives to drive improved levels of Customer Satisfaction across the Cathcart product lines.
• Drive and promote the NCR process for quality disposition to all non-conforming products.
• Benchmark with other Celeros locations to standardise processes to support resolutions where common clients are identified.

Key Deliverables/Performance Indicators:

• Record the Financial impacts involved in servicing concerns (monthly).
• Record the value of net benefit being brought in defence of claims, through possible upsells, recovery or opportunity conversion (monthly).
• Categorise the severity of Claims & demonstrate closure within suggested timeframes (monthly).
• Host cross functional teams to help service the progress of claims (weekly).
• Be fully compliant with all Quality goals and objectives for calendar year (annually).

Able to demonstrate risk management and Root Cause Failure Analysis experience.

• High level of computer proficiency (e.g., MS office, PowerPoint).
• Skilled in preparation, development, and delivery of improvement projects.
• Experience with developing and forging a customer interface with strong product knowledge to complement CUP Celeros Brand products.
• Detailed analysis and reporting techniques including the visualisation and analysis of data.
• Able to conduct and support Internal and External audits.

Competitive salary, bonus, 33 days holiday (inclusive of bank holidays), holiday buy and sell, pension, life cover, employee assistance program, digital benefits.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required daily to stand, sit, walk, talk, hear, and see (specific close vision abilities are required to perform computer work). Required daily to use hands and fingers and arms to reach (to operate a computer and telephone). Required occasionally to travel (usually by air or road so may be required to sit for extended periods).

Ability to work with moderate noise (i.e. business office with computers, phone, and printers, etc.). Ability to work in an open planned office / individual office. Ability to sit at a computer terminal for extended periods. Ability to sit in a car or on a plane for extended periods.

SPEED: In our mission to bring mission-critical flow control equipment to the world, energy in our actions & urgency. We seek quality & community improvement in every interaction.

QUALITY: Quality encompasses all aspects of Celeros’ business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system.