Customer Focus Representative Job in Indinapolis 46202, Indiana US
JOB SUMMARY:
This position is responsible for overall maintenance of the account/regional account base including technical service and in-house “sales” functions (inventory/batch management). Main responsibilities include line performance and quality trend tracking, technical troubleshooting (color, appearance, etc.) and reporting. Documented inventory management, line trial support, new model color program management, and customer complaint assistance are additonal responsibilities. Specific to the CFR role is the ability to work with NBCi Sales and Supply/Demand groups to analyze customer production schedules, assist in forecasting, and communicate batch status updates (internally and externally). The CFR role is also responsible for working with the Sales group to resolve pricing, credit, debit, and RGA issues.
ESSENTIAL FUNCTIONS:
· Coordinate and communicate day to day operations and projects with customer base and appropriate Lansing personnel via documented action register management and regular technical project meetings with customer base
· Monitor and track NBCi’s on-line performance, incoming quality for processing color and appearance criteria
· Obtains information regarding build data, inventory and usages to communicate with Supply Demand Planning representatives for effective inventory management. Follow batch status in SAP and work with internal teams to meet customer supply and quality demands.
· Responsible for implementing tracking as necessary all value added activities at the customer that improve the production process and production process issues
· Generate all reports, data, presentations and documentation on projects and issues pertinent to the account as necessary in an effective and timely manner
· Monitor customer production runs and determine customers’ performance requirements within account
· Contribute to developing customer application line correlations and assist Lansing group in formula optimization
· Work with customer and NBCi Sales to solve pricing, credit, debit, and RGA issues
· Coordinate and execute technical service needs of customer (product adjustments to meet specific line requirements—i.e. color, flow/appearance). Complete material adjustments (solvents, pigment dispersions and additives) for optimum processing and color quality. Work with customer base to assess necessary adjustments and complete for production batches on site as necessary.
· Perform QC tests on NBCi materials on site regularly or as required by customer.
· Recommend process and/or robot program changes for product performance improvement
· Document customer line process to determine root cause and preventive action for problems improvements
· Coordinate sample submissions and production trials
· Participate in facility continuous improvement activity programs
· Complete necessary reports to effectively track NBCi performance at account (action registers, quality and color trend reports, and monthly reports). Facilitate internal team meetings for action register and other project reviews
· Must be able to lift loads in the area of 50 lbs.
SUPERVISOR RESPONSIBILITIES:
Some supervisory responsibility required (e.g. FTS Representative and/or Paint Kitchen Operator coaching on above expectations).
· B.S. degree in Science and/or 5 plus years of experience in the Automotive Coatings industry
· Minimum of five years Technical Service, Color Lab, or paint processing experience
· Proven mathematical ability, computer skills and customer service experience