The customer care position is responsible for providing 5 stars customer service to OEM’s through intermediating of the daily communication between the customer and the plant and through active solving of customer issues.
1. Ensures communication within the plant so that customer topics & calls are answered in a timely, efficient and knowledgeable manner.
2. Ensures proper application of problem solving methodology 8D (QRCI).
3. Provides ontime proper feedback to customers in written and spoken form (B2B portars).
4. Assists Customer Care Leader and Quality Manager with daily operation of the customer topics to include the development, analyses and implementation of actions.
5. Works as a member of special or ongoing projects that are important to area/process improvement.
6. Leading immediate actions in plant – coaching of Quality Engineers.
7. Leading plant process topics – rootcause analysis, corrective actions – coaching Quality Engineers.
8. Supports SQA with customer relevant topics.
9. Participation on workshops and important meetings with suppliers or customer.
10. Communication of quality targets within the plant.
11. Employee is informed about Code of Ethics, Code of Management and Being Faurecia philosophy and is respecting and following it
Competencies:
1. Communication Proficiency
2. Customer/Client Focus
3. Performance Management
4. Problem Solving/Analysis
5. Technical Capacity
Health safety, fire protection and environmental protection (HSE):
Resposible for herself/himself and colleagues
Team work:
Team player
Education
University degree, Engineering preferably or corresponding professional experience or
High school with three years of experiences in a similar position
Professional experience (years and area of experience)
3-5 years
Professional knowledge
BMW, VW, Opel, Mercedes - customer specific requirements (GS norms, auditing,reports)
IATF
VDA
Skills (e.g. communication skills, presentation skills, negotiation skills, management skills, result orientation etc.)
• Excellent communciation (both written and spoken) and interpersonal skills
• Ability to “sell” the ideas and convince, presentation skills
• Organization and coordination skills
• Analytical and systematic thinking, planning skills
• Proactivity, drive, high commitment and energy, leadership
• Management skills, result orientation
• Reliability
• Willingness to further development, flexibility
• Leadership skills
Mandatory knowledge:
• IATF 16949, 8D report, Control plan, CSR (for VW FormelQ, D/TLD)
Recommended knowledge:
• FMEA, VDA2, VDA6.3, MSA, Statistics, VDA6.5, 2D drawings
Language knowledge level (e.g.fluent for daily communication on a professional level)
• German – fluent for daily communication on a professional level
• English as an advantage
PC skills
• MS Office (Excell, Word, Power Point, Outlook)
• Customer portals: PSA, BMW, VW, Mercedes
Other required skills (please specify)
• International mindset, intercultural skills and understanding
FORVIA is an automotive technology group at the heart of smarter and more sustainable mobility. We bring together expertise in electronics, clean mobility, lighting, interiors, seating, and lifecycle solutions to drive change in the automotive industry.
With a history stretching back more than a century, we are the 7th largest global automotive supplier, employing more than 157,000 people in 43 countries. You'll find our technology in around 1 out of 2 vehicles produced anywhere in the world.
In June 2022, we became the 1st global automotive group to be certified with the SBTI Net-Zero Standard. We have committed to reach CO2 Net Zero by no later than 2045.
As technological innovation and the need for sustainability transform the automotive industry, we are ideally positioned to deliver solutions that will enhance the lives of road-users everywhere.