Job Description

Our client is one of the leading packaging manufacturers in Thailand, with over 25 years of expertise.

Job Summary:

The Customer Quality Service Manager will be responsible for managing and improving customer satisfaction through effective complaint resolution, NPS (Net Promoter Score) management, and the timely resolution of quality-related issues in the production process. This role will require close collaboration with global, regional, and local teams to identify root causes, implement corrective actions, and ensure that production processes meet customer expectations. The ideal candidate will have extensive experience in customer quality service within a manufacturing environment, with a strong focus on customer complaints, 8D reporting, and problem-solving in the food and packaging sectors.

Key Responsibilities:

• Handling customer complaints in a timely, professional manner to ensure customer satisfaction and retention. Proactively addressing customer concerns through effective communication and quick resolution.
• Monitoring and managing Net Promoter Score (NPS) to assess customer satisfaction, identify areas for improvement, and implement corrective actions to enhance customer loyalty and brand perception.
• Leading problem-solving activities, including conducting 8D reports to identify root causes of issues and taking immediate corrective and preventive actions.
• Collaborating closely with cross-functional teams at all levels of the organization (local, regional, and global) to drive quality initiatives and achieve company objectives.
• Conducting process inspections and audits to identify potential issues in the production process, guiding production teams to ensure compliance with quality standards and customer specifications.
• Taking ownership of quality targets, ensuring that the organization meets or exceeds its objectives for customer service, product quality, and delivery performance.
• Utilizing 8D methodology to investigate quality issues, report findings, implement corrective actions, and monitor results to ensure long-term effectiveness.
• Working closely with other departments, such as production, engineering, and supply chain, to ensure effective resolution of customer complaints and to improve product quality.

Qualifications:

• Graduate with a bachelor’s or master’s degree in engineering or a related field.
• Minimum of 8 years of experience in customer quality service or quality management within a manufacturing environment.
• Strong experience in 8D reporting and root cause analysis.
• Proven background in food manufacturing, packaging, or related sectors.
• Fluent in English, both written and verbal, with excellent communication and interpersonal skills.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and quality management tools/software.