Quality Lead Customer Support

Description:

The TSUBAKI name is synonymous with excellence in quality, dependability and customer service. U.S. Tsubaki is a leading manufacturer and supplier of power transmission and motion control products. As a part of a vast, international network of corporate and industrial resources, Tsubaki offers its customers the finest state-of-the-art products available in the world and we strive to be the “Best Value” supplier in the industry.  

The Customer Support / Quality Lead is responsible for providing customer service support, including quotations, delivery information and technical information. Coincidently ensures consistent, compliant, and accurate execution of quality processes by guiding frontline quality activities, resolving issues, and supporting continuous improvement across operations.

Essential Duties and Responsibilities: The essential duties and responsibilities of this job are included but not limited to this job description – other tasks may be assigned and expected to be performed.

Quality Assurance Functions

• Ensures the performance of quality assurance functions are conducted in the most efficient manner.
• Looks for opportunities to eliminate non-value-added operations and improve processes.
• Assists with the development of plans and strategies to enhance production.
• Lead efforts toward achieving and maintaining ISO 9001 certification.
• Creates, revises, and controls, Quality manual, SOPs, Work Instructions, Forms, and quality procedures.
• Identifies gaps. Ensures root cause analysis and corrective actions are implemented. 
• Collecting and reporting of KPIs for quality management.
• Coordinates resources required to address quality concerns.
• Ensures documentation meets internal and external requirements (e.g., ISO clauses, regulatory expectations). 
• Prepares for and supports customer/certification/regulatory audits; coordinates responses and follow ups. 
• Preserves and maintains training records; ensures staff are trained on relevant procedures, changes and expectations. 
• Manages controlled records (inspection logs, audit reports, risk files) to ensure traceability and retention.
• Conducts internal audits.
• Serves as a cross-functional advisor.

Customer Service Functions

• Handles customer requests including quotes, orders, follow-up and delivery information.   
• Provides customer service support, including providing technical information and explanations to customers.
• Fills orders by transferring orders to fulfillment; communicating expected delivery date; explaining stock-outs. 
• Meets established order entry goals.
• Supports members of the outside sales team in daily activities.
• Accomplishes department and organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
• Works well in a team environment to solve customer issues.
• Communicates issues and problems with management in a timely manner.
• Maintains superb attention to details.
• Maintains detailed documentation to support decision and ensure continuity of service.
• Other tasks/functions as assigned. 

• Associate’s degree or equivalent.
• 2-3 years of Customer Service experience, preferably in a manufacturing environment. 
• Knowledge of ISO 9001 requirements preferred.
• Acts positively upon constructive criticism and coaching.
• Work independently and in a group across all levels of the organization.
• Ability to multi-task and prioritize work based on deadlines.
• Handles confidential information discreetly.
• Highly detail oriented.
• Communicates clearly and comfortably with all employees. 
• Conducts self professionally & ethically.
• Remains calm under pressure. 
• Places a high emphasis on excellent customer service. 
• Fosters and supports a teamwork environment. 
• Knowledge of order entry/enterprise systems, preferably QAD and Goldmine.
• Strong computer skills with demonstrated knowledge of Microsoft Office programs: Word, Excel, and Outlook

Learn more about U.S. Tsubaki at: www.ustsubaki.com/careers

U.S. Tsubaki offers a competitive compensation and benefits package, including health benefits effective on date of hire, dental and vision benefits effective on the first of the month following date of hire, Paid Time Off ("PTO"), 10 paid holidays, generous 401(k) match and profit sharing, annual bonus potential, life insurance, short and long-term disability, flexible spending accounts, commuter benefits, education reimbursement, home and auto insurance discounts, and pet insurance. 

The estimated salary range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on location, skills and expertise, experience, and other relevant factors. 

Applicants must be authorized to work for any employer in the United States. Tsubaki does not sponsor or take over sponsorship of employment visas.

Tsubaki is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability

PM21

Compensation details: 60000-70000 Yearly Salary