DuPont Quality Systems & Customer Satisfaction Leader in Chesterfield, Missouri
Quality Systems & Customer Satisfaction Leader (Job Number: 212249W-01)
From fertilizer to refining, mining, and beyond…our mission is to help you control emissions, produce clean fuel sustainably, as well as operate safely and with the highest level of confidence by providing industry-leading technologies, world-class products and services, and the people who know them best to allow you to operate with top performance, reliability, enhanced energy management, operational efficiency and environmental integrity.
DuPont experts in clean technology solutions can help you transform your organization’s complex industrial processes to improve productivity and quality while meeting environmental regulations on air emissions and clean fuels.
Learn more about DuPont Clean Technologies at www.cleantechnologies. at http://www.dupont.com/products-and-services/clean-technologies.html dupont at http://www.dupont.com/products-and-services/clean-technologies.html .com at http://www.dupont.com/products-and-services/clean-technologies.html .
Job Description: The Clean Tech Customer Satisfaction Leader has responsibility for ensuring delivery on the customer promise globally, to include technology & product quality, customer service and customer responsiveness. The Clean Tech Customer Satisfaction Leader will develop and maximize utility of processes, systems and metrics for measuring customer satisfaction and will ensure ISO Quality System compliance. The Clean Tech Customer Satisfaction Leader will report to the Global Director Supply Chain.
Duties and Responsibilities
Create a culture within the organization that embraces and promotes a ‘customer comes first’ attitude
Strive to understand our customer’s pain points
Develop and implement strategies useful in improving customer relationships, dedication and satisfaction
Evaluate existing and/or develop new processes and systems to track customer satisfaction and product quality.Incorporate into and interface with our current CRM system and quality technical system as appropriate
Develop metrics for measurement of customer satisfaction
Work with key stakeholders to ensure optimized interactions between all customer facing employees and our customers
Work effectively with all peers and stakeholders to influence customer improvements – schedule meetings with internal teams to discuss and resolve customer satisfaction issues/customer concerns.Drive aggressive timelines to resolve customer issues.
Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
Audit internal and external processes, communications and policies to ensure that every product or service provided to customers meets a certain set of standards which have been determined based on customer expectations
Deliver a positive customer experience to ensure sustained business profitability
Ensure ISO Quality System compliance and manage audit processes to maintain compliance
Bachelor’s Degree required
5+ years of related work experience
Professional experience in customer-facing role, Operations, Logistics, Quality Assurance, and/or Customer Service Management
Deep understanding of ISO 9001 Quality Management System standards and related requirements for achieving and maintaining certification preferred
Experience and comfort with CRM and similar systems
Proficient in MS Excel or other statistical software tools for use in data analysis
Strong leadership, communication and interpersonal skills
Relentless desire to satisfy customer needs
Primary Location: NA-United States-Missouri-Chesterfield
Organization: Non Core
Education Level: Bachelor's Degree (±16 years)
Employee Status: Regular
Job Type: Experienced
DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information. For US Applicants: See the “Equal Employment Opportunity is the Law” poster.