Customer Satisfaction Job Description
Customer Satisfaction Duties & Responsibilities
To write an effective customer satisfaction job description, begin by listing detailed duties, responsibilities and expectations. We have included customer satisfaction job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Satisfaction Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Satisfaction
List any licenses or certifications required by the position: DFSS, ITIL, JD, OU, ISO
Education for Customer Satisfaction
Typically a job would require a certain level of education.
Employers hiring for the customer satisfaction job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Engineering, Business, Technical, Associates, Education, Management, Finance, MBA, Business/Administration, Marketing
Skills for Customer Satisfaction
Desired skills for customer satisfaction include:
Desired experience for customer satisfaction includes:
Customer Satisfaction Examples
Customer Satisfaction Job Description
- Supports development of the customer service workshops and training programs
- Provides additional customer satisfaction related support as needed
- Position requires a proactive self starter capable of conducting highly technical engineering investigations of customer reported incidents to identify the need for design or manufacturing countermeasure action
- Candidate also establishes priority and action plans for multiple incident investigations as well reporting results by presenting the product issues to management for countermeasure development
- Develop and submit on time root cause and corrective action reports to 3rd party Registrars on external audit NC to ensure certifications are maintained
- Ensure corrective action for a customer complaint, internal/supplier nonconformance or audit finding has effectively address the root cause, will prevent re-occurrence and meet the customers/auditors expectation
- Programs planning efforts of a unit's activities
- Analyzes data, conducts research, identifies trends, conducts business plan analyses and feasibility studies
- Provides support for projects and operations including, but not limited to analyses, reporting, budget and scheduling
- Conducts risk, resource, cost-benefit, variance, impact and/or other complex analysis
- Experience with powertrain systems
- Bachelor's degree in marketing or statistics
- Candidate must possess superior organizational skills, problem solve and meet deadlines
- Plus 1 - 3 years of experience in the relative field
- Respond promptly to customer phone and email inquiries, forwarding complaints to the appropriate department and following up for resolution
- Work closely with operations staff to quickly communicate any pertinent service information (delays, service disruptions, ) to passengers
Customer Satisfaction Job Description
- Typically has project and/or unit-specific responsibilities within the scope of the job
- Responsible for preparing operating budgets for units or departments based on actual performance, previous budget figures, estimated revenue, expense reports and other factors
- Review expenditures of requisitioning departments to ensure conformance to budgetary limitations
- Maintain records of expenses, inventories and budget balances
- Establish budgetary control systems
- Audit vouchers and expense accounts
- Bachelor’s degree in related field and seven to ten years related experience
- Driving thought leadership around developing a single customer ops view / measurement system for Support & Deployment Services across SDS businesses (Technical support, Global Field Delivery, Deployment, Client Basic Support) and regions
- Determining key initiatives to help drive customer improvement for SDS business while driving alignment towards those initiatives with the operational teams
- Driving consistency in measurement across regions and business
- Self-starter and motivated is essential
- Very strong experience with SQL, Excel, SPSS, Foresee experience greatly preferred
- Ability to define, implement and report quality indicators/dashboards which trigger continuous improvement actions and to assess the quality level of a process and its outputs
- Ability to alert/stop and put an end to any process which would endanger customer satisfaction or decrease internal performance on the basis of factual measurements
- Has ability to prioritize and execute under challenging time constraints, making decisions based on facts and data
- Strong sense of customer satisfaction and willingness to take challenging tasks
Customer Satisfaction Job Description
- Managing global projects with multiple regions of key stakeholders
- Influencing a broad spectrum of stakeholders toward achieving business goals
- Driving results in a cross matrix organization
- Define, agree, communicate and execute strategies and targets for Parts & Service organization
- Develop the global management team and the people to support future challenges contributing to Volvo Buses profitability
- Accountable for the accuracy and integrity of findings and recommendations
- Provides staffing for the Customer Service function to meet customer's requirements
- Provides Customer Service team with good communications and keep them informed of changes within the company
- Provides CSA support by providing coverage during holidays, absenteeism, periods of high workload
- Liases with Business Managers to ensure CSA is giving support to customer
- Ability to get things done through influence, breaking the resistance to change
- Ability to monitor and follow-up on plans using relevant metrics (short-term and long-term)
- Excellent communication skills with different levels of the organization
- Ability to develop short and long term quality improvement plans
- Strong exposure & deep understanding of the 8D methodology
- Knowledge of manufacturing processes, QC tools, and other problem solving methodologies
Customer Satisfaction Job Description
- Carries out yearly appraisals to each member of staff
- Provides management to work area by training and mentoring Team Leaders and providing advice with regards to achieving daily quality, production, and turn time goals
- Monitors trends in functional areas, reporting this information to management and customers, and initiating corrective actions as necessary
- Prepares daily, weekly, monthly and quarterly data as required
- Reviews employee attendance records
- Monitors and edits employee time system
- Monitors qualification of gain share financial incentive bonuses
- Provides advice to Team Leaders with regards to all unit employees adhering to company policy
- Study’s new and current processes to ensure the most efficient and effective flow is in place
- Research and analyze customer required dates against forecasted order shipment dates
- Atleast 3 years working experience in the field of Quality Engineering/Assurance and/or Customer Satisfaction
- Atleast 2 years working experience in the field of Product Engineering, or equivalent technical knowledge on UPS products (3phase and 1Phase)
- Skilled in data analysis, with the ability to handle and convert massive amounts of data into an executive summary
- Extensive experience in using MS Excel & MS Powerpoint
- Minimum 3 years in automotive design, manufacturing or supplier quality required
- 10+ years of experience and proven results in the areas of strategic thinking, problem solving and innovation, with experience in customer survey and measurement
Customer Satisfaction Job Description
- Based on review of reports, cancels customer orders, processes/validates/sorts MRM’s and makes corrections to system based on errors found on error and/or audit reports
- Validates high dollar adjustments through a review of supporting documentation
- Collects, reviews, and consolidates documents that support A/R adjustments for scanning and storage
- Prepares and processes A/R adjustments including pricing adjustments, delivery fee adjustments, service fee adjustments, minimum order charge adjustments, export/international claims, and/or price rollbacks
- Generates summary reports to management on high dollar adjustments to identify customer/retailer warehouse product types and trends
- Works with Central Billing and Control desk to review and audit keyplex jobs, A/R errors, and rejections
- Assists Call Center management in the research and resolution of high dollar customer claims that may require interaction with warehouse management and associated support departments
- Provides phone coverage for Call Center, as assigned
- Completes special projects for Call Center management
- Be responsible for the profitability and customer satisfaction for assigned contracts
- Broad experience in operational areas such tech support, deployment, parts, field services affecting customer experience
- Ability to drive thought leadership and translate that leadership into tangible, clear and concise deliverables at the executive levels
- Experience in driving executive alignment, especially among businesses with multiple priorities
- Understanding of Net Promoter Score & Customer Survey
- Ability to deal with ambiguity, while at the same time clearly determining priorities, making strategic decisions and then articulating the issues, solutions and ongoing performance to teams and executives in ambiguous situations
- Fundamental understanding of presenting data including basic statistics