Customer Quality Specialist

Customer Quality Specialist Main Purpose of the Role: The primary responsibility of the Customer Quality Specialist is to act as a crucial interface between our customers and internal sales team to identify, resolve, and mitigate technical and quality issues related to delivered products. This role requires a proactive approach to problem-solving, ensuring customer satisfaction and maintaining high-quality standards. About The Role Key Responsibilities: Customer Interaction: Collaborating with customers that are experiencing technical or quality issues. Understand and accurately document customer concerns, ensuring thorough communication of issues. Quality Assurance: Acting as the main point of contact for internal sales colleagues and technical teams to resolve customer complaints efficiently. Employ root cause analysis tools and methodologies to identify and address underlying issues. Track and trace product issues back to their source to ensure comprehensive resolution. Technical Expertise: Liaising with internal technical colleagues to provide technical support and advice related to product installation and usage. Communication and Reporting: Maintain detailed records of all customer interactions and resolutions. Develop and share reports on recurring issues and potential improvements. Time and Task Management: Prioritise tasks based on urgency and criticality, ensuring timely resolution of issues. Manage time effectively to balance multiple customer concerns and internal responsibilities. Continuous Improvement: Identify areas for process improvement to enhance overall customer satisfaction. Required Criteria Excellent analytical skills with the ability to conduct root cause investigations Strong communication skills, both written and verbal Educated to degree level or 3 years relevant work experience Good time management and organisational skills Ability to work under pressure and manage tasks independently Proficiency in Microsoft Office 365 Familiarity with quality management systems, particularly ISO 9001 Desired Criteria Previous experience in manufacturing, preferably within extrusion and moulding processes Demonstrated experience in a customer-facing role, handling complaints and technical issues Skills Needed About The Company At Brett Martin, youll join a workplace where our teams have created a positive working and learning environment. We have career pathways for everyone, whether youre looking for a specific office role or would like to work hands-on with products. No matter which area of the business you join, youll find plenty of opportunities to learn new skills and develop a rewarding career. Company Culture Brett Martin, established in 1958, is a leading independent manufacturing company based in Northern Ireland, employing around 1,000 people across its UK sites. With a head office in Mallusk, Co. Antrim, it specializes in plastic sheets, roof light systems, and plumbing and drainage products. Known for its commitment to investment in technology, sustainability, innovation, and employee development, Brett Martin is a top Northern Ireland employer. The company boasts a turnover of £195 million, 50% of export sales to over 70 countries, and 25% of its operations are sustainably powered. Company Benefits Brett Martin offers a comprehensive range of rewards and benefits to its employees. The company is committed to safeguarding the health, safety, and wellbeing of its staff by providing life assurance, safety wear, HR support, and free car parking. In terms of pay and benefits, employees enjoy competitive salaries, profit-related pay, uniform allowance, and an employer contributory pension scheme. Brett Martin also invests in the development of its employees through access to training courses, progression opportunities, and travel experiences. The company fosters a positive working environment with charity and fun day events, team building initiatives, service-linked holidays, and suggestion scheme rewards. Health insurance, Retirement plan and/or pension, Free parking, Cycle to work, Open office, Life insurance, Long service recognition, Wellbeing Scheme, Work With Charities, Social Opportunities, Annual Rise, Profit Share, Employee of the Month, Employee Recognition Scheme, Annual performance review, Culture of recognition, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Long service awards, Service recognition increases to annual leave, Staff celebration events Salary Not disclosed Benefits: Health insurance Retirement plan and/or pension Free parking Cycle to work Open office Life insurance