• Job Description

  Req#: JR0022364

  At Alfa Laval, we always go that extra mile to overcome the toughest challenges. Our driving force is to accelerate success for our customers, people, and planet. You can only achieve that by having dedicated people with a curious mind. Curiosity is the spark behind great ideas. And great ideas drive progress.

  Who you are

  You are a self-motivated team player with the ability to easily network in an international and cross-cultural environment, working in line with Alfa Laval drivers, Action, Interaction, and Satisfaction. You are driven and see solutions rather than problems, effectively prioritizing and executing tasks.

  OBJECTIVE

  To coordinate efforts at the America’s Distribution Center (AMDC) to investigate root cause, implement corrective actions, execute remedial actions and resolve customer and supplier claims in a timely and effective manner in accordance with Alfa Laval guidelines.

  BRIEF DESCRIPTION OF POSITION

  • Coordinate efforts at the America’s Distribution Center (AMDC) to investigate root cause, implement corrective actions, execute remedial actions and resolve customer and supplier claims in a timely and effective manner
  • Conduct preliminary investigation of all claims being coordinated by the AMDC
  • Assign investigations to the appropriate units and follow up to ensure timely completion
  • Issue call tags to return goods to the AMDC from the customer when needed
  • Inspect returned goods to determine if credit can be issued to the client
  • Issue Returned Material Authorizations (RMA) to credit the customer for returned goods and execute stock adjustments as needed
  • Ensure key actions and decisions regarding the claim are thoroughly documented in the ACT claim system and determine when claims are complete and can be closed
  • Reassign claims to the appropriate party and interact with other Distribution Centers, Sales Companies, Business Units, Product Management, and Technical Support when claims are outside of the AMDC responsibility
  • Identify trends occuring within AMDC claims and lead Problem Resolution Projects (PRP) when appropriate
  • Document all new claims on the Quality Status Board and keep the cards updated to improve communication
  • Provide monthly reports on claim status from ACT, Claims Recording tools and KPI measurements.
  • Provide training to PDL, US Sales Company, and US Service Centers Claims Process to ensure compliance with the Alfa Laval claims guidance
  • Support ALPS related activities and lead continuous improvement projects

  ORGANIZATIONAL COMPONENTS

  The Quality Coordinator reports to the Unit Manager of Total Quality. The position must be self-reliant in initiating and completing multiple tasks in a fast-paced environment. In addition, must also be capable of developing and maintaining effective relationships with internal and external customers, central organization, operations teams and other colleagues to achieve goals.

  KEY PERFORMANCE MEASURES

  • PDL & AMDC claim KPI’s (monthly reporting)
  • Corrective Action Hit Rate
  • Claim Handling Time

  KEY COMPETENCIES NEEDED

  • Problem Solving
  • Continuous Improvement Skills
  • Interpersonal Skills
  • Communication Skills
  • Customer Service Orientation
  • Drive / Tenacity
  • Initiative
  • Teamwork

  EDUCATION, EXPERIENCE AND CERTIFICATION/REGISTRATION DESIRED

  • High school diploma or equivalent - Required.
  • A four-year college degree is preferred.
  • Excellent interpersonal, communication and organizational skills
  • Energetic and able to perform in a fast-based environment.
  • Proven ability to perform multiple tasks with an expert level of prioritization skills
  • Strong PC skills, including Microsoft Office, Movex, WAMAS or similar systems

  PHYSICAL & ENVIRONMENTAL FACTORS

  Physical Requirements

  • Some lifting up to 65 pounds on your own or with team lift
  • Forklift use including a pallet jack, dock stocker and order picker

  Environmental Factors

  • Normal office / warehouse settings.
  • Some hazardous material handling required.

  OTHER REQUIREMENTS (i.e., travel, motor vehicle use, etc.)

  • Less than 10% (1 visit to another site per year via air travel)

  What’s in it for you?

  We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval’s future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous 401(k), paid holidays, paid time off benefits, and more.

  EEO/Vet/Disabled Employer

• About the company

  Alfa Laval AB is a Swedish company, founded in 1883 by Gustaf de Laval and Oscar Lamm.

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