Quality Specialist at Avery Dennison in Mentor, OH
Interacts with the customer via email and telephone to collect and record information relating to quality issues and specific quality claims. Follows standard work processes to discern whether or not the issue results from Avery Dennison's processes or is a processing issue at the Customer / end user. The MQC dispositions the claim. Establishes hypotheses around root cause and establishes a testing plan. Uses problem solving methods to identify and resolve issues that are not solved as a result of the testing standard work processes. Interacts as needed with Sales, regional technical managers (RTM), manufacturing plants, research and development, technical leads, Customer Service (ACs and SCs), site resources, and divisional technical resources to obtain information pertinent to getting to the root cause of the claim. Is responsible for the claim handling process from claim entry, sample evaluation to claim disposition (verified / non-verified) and credit generation. Identify repeat claims - multiple claims sharing the same root cause, submitted by different customers, etc. Escalate high impact claims and follow the correct process to document and share problem statements, hypotheses, test results, etc. for these claims. Ensures that we are responsive to customer needs through timely processing of complaints. Uses a positive attitude when responding to customer complaints. Provides customer requested documentation of claim details and provides proactive claim status updates when there are new learnings. Acts as a customer advocate, providing valuable feedback to the organization on customer satisfaction. Provides training when needed to both team members and external personnel. Develops area of technical expertise to act as subject matter expert within the MQC team. Develops area of technical expertise to act as subject matter expert within the MQC team. Qualifications Bachelor's degree in STEM programs or Engineering degree preferred 4
years technical problem solving experience preferred Ability to handle multiple tasks - the role requires that you will be working on 20
claims at the same time Strong analytical skills Attention to detail & organizational skills Collaborator. Work well with peers and people at all levels of an organization, both internally and externally. Strong customer service skills - written, verbal and telephone communication skills Reliable and Dependable. One who can be there when needed and deliver consistent results. Adhesive and Silicone Coating & Label Printing process knowledge preferred. Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, Lotus Notes, and function specific software (EBS, Oracle), Minitab.
Salary Range:
$80K -- $100K
Minimum Qualification
Quality AssuranceEstimated Salary: $20 to $28 per hour based on qualifications.
years technical problem solving experience preferred Ability to handle multiple tasks - the role requires that you will be working on 20
claims at the same time Strong analytical skills Attention to detail & organizational skills Collaborator. Work well with peers and people at all levels of an organization, both internally and externally. Strong customer service skills - written, verbal and telephone communication skills Reliable and Dependable. One who can be there when needed and deliver consistent results. Adhesive and Silicone Coating & Label Printing process knowledge preferred. Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, Lotus Notes, and function specific software (EBS, Oracle), Minitab.
Salary Range:
$80K -- $100K
Minimum Qualification
Quality AssuranceEstimated Salary: $20 to $28 per hour based on qualifications.
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