Senior Quality Specialist

Position Purpose

The Senior Specialist will support and align comprehensive compliance oversight where needed to maximize the customer experience and ‘earn the right to grow. This position supports accountability to the QMS for opportunity improvement within the regional source points, supports field teams to bridge gaps, reviews investigation findings and action plans, and assists with directional support for quality challenges. Additional responsibilities include but are not limited to implementation of strategic projects, regional analytics, and action awareness, and providing insights for business decision making.

Scope

• Number of Countries: 1
• Number of Locations: >100 CHEP Service, 3PL and TPM’s

Major/Key Accountabilities

• Supports successful implementation and continuation of Quality Process Control Plan while enhancing the customer-centric focus within assigned territory.
• Awareness of plant operations Quality Key Performance Indicators (KPIs) for assigned territory.
• Works collaboratively with other CHEP stakeholders to develop customer loyalty, providing YOY quantifiable improvement in assigned territory.
• Represent CHEP appropriately with customers via multiple modes of communication including face to face meetings and projects as needed.
• Supports with training tools as needed for criteria awareness and investigations to drive issue resolution.
• Supports customer relationships to mitigate potential issues and drive resolution.
• Works across functions to ensure best practices are shared and deployed.
• Coordinates cross-functional communications across the Supply Chain partners for awareness.
• Monitors and drives excellence in Safety.
• Confirms compliance with CHEP SOP’s during site visits for execution and ISO compliance.

Measures

Measures/indicators of success in this role include:

• Operational metrics and KPIs (AQL, PCp, DPMO, etc.)
• Customer- specified metrics and KPIs (NPS, DPMO, etc.)

Authority/ Decision Making

• Working autonomously to manage internal and external opportunities.
• Support training and tools (Operations and customer facing teams).
• Support teams for resolve of customer issues.

Key contacts

Internal :

• Operations Director/Managers,
• Logistics planning and Execution
• Sales and Customer Service Teams
• Engineering
• Product Development

External:

• 3rd Party Management Groups
• 3rd Party Audit Support
• Associated Regulatory Bodies

Qualifications

• Education in Engineering, Business, Operations, or equivalent related experience
• Six Sigma Yellow belt or green belt trained

Experience

• 2 Years of Customer Service or Operations experience
• 2 years of prior CHEP experience (preferred)
• Self-starter: Ability to work independently in a remote location
• Demonstrated ability to develop and foster relationships across all functions.
• Solving complex problems in group environment
• Progressing opportunities to resolution across different functional groups
• Managing projects and people that are not direct reports

Skills and Knowledge

• Customer-focused
• Knowledge of and ability to execute using Lean 6S/DMAIC thinking
• Learning on the fly
• Self-motivated and able to work independently.
• Strong relationship building & interpersonal skills, having demonstrated in past
• Strong problem solving, organizational, decision-making, communication & presentation skills
• Technology and solutions savvy
• Decision quality – ability to think outside the box to provide on-the-spot solutions
• Strong data analytics capability using internal systems and MS Excel/Access/Minitab
• Intermediate skills in all MS Office (Outlook, Word, PowerPoint, Excel)
• Technical user of BW, SAP, Salesforce, Portfolio Plus, Quikview
• Flexibility in a changing market and culture
• Continuous improvement skills and mindset
• Demonstration of proven abilities working in a Matrix Environment

Languages

Essential:

• English

Desirable:

• Spanish

Job Type: Full-time

Pay: $69,000.00 - $103,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years

Schedule:

• Monday to Friday

Work setting:

• Manufacturing facility
• Remote

Work Location: Remote