Element Acton has a current opening for a Customer Service and Automotive Team Lead to join our growing team.
Responsibilities Oversight of Client Support Representative Team in a professional manner to promote proactive customer service.Assist in client retention initiativesLiaise with Operations Manager to ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded.Hire and train Client Support Representatives to NQA, USA’s processes and system manual requirements.Proactively monitor CSR / EQM Dashboards to maintain internal efficiency and initiate process improvement plans where deficiencies are identified for process and personnelLiaise with all levels of the organization to identify solutions to internal efficiency and effectiveness issues, chair meetings, generate minutes, produce progress reports, ensure action items are completed in line with established timeframeAssist in Management of customer complaints with Operations Manager and Auditor Support ManagerSupport Accounting Receivables initiatives set by Operations ManagerReporting on Operational Metrics that support the group, i.e. CFC’s, Overdue NCRs, etc.
Communication with the auditor and CSRs on the purpose of scheduling
Manage full time auditor schedules to ensure they are meeting utilization numbers with CSRs and Operations Manager
Coordinate auditor schedules with client needs through auditor allocation
Resource management to ensure auditors meet logistic, competence, utilization and customer requirements
New auditor onboarding process efficiency with Auditor Support Manager
Utilize EQM to maintain information regarding scheduling activities, including auditor and client information
Reporting on Scheduling Objectives, Full Time Utilization
Direct communication liaison with NQA UK sector manager to relay critical information, training, etc. to US office
Schedule Automotive audits as required per IATF rules directly with auditors and customers
Monitor NCR process for all automotive clients to ensure IATF KPIs are met
Assist in oversight process on all IATF database activities for US office
Plan industry required witness audit reports
Support all other IATF office audits, internal audits, corrective actions and other actions as needed
Complete data integrity activities for QSD/GM and Business Units as required
Provide direct input to team performance appraisals / reviews
Skills / Qualifications Bachelors Degree1-3 years Management Experience3-5 years related experience in a regulated industryKnowledge of Microsoft Office and EQM computer programs (database awareness)Data driven decision makingExcellent administrative skillsExcellent written and verbal skills#LI-TF1
Company OverviewElement is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.
When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.
While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.
Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.
Diversity StatementAt Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.
All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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