
Poltrona Frau
Published: June 11, 2024
Location
Job Type
Category
Description
Responsibilities
The Customer Quality Specialist will join the Cassina Quality team and will report directly to the Quality Manager; he/she will be in charge of all Customer-related activities within the team, with the ultimate goal of increasing Customer satisfaction.
Main Activities
The main activities the new person will be involved in are:
- Support Customer Service team in solving Customer complaints, cooperating with other Departments for the resolution;
- Analyze Customer related data and developing statistical reports;
- Work closely with Planning and Production units in defining corrective actions to solve Customer issues;
- Cooperate with Supplier Quality in managing Customer claims caused by external suppliers;
- Visit Cassina and Dealer Showrooms to collect Voice of Customer;
- Understand Customer's expectations / needs and use them as a basis to foster a Customer-centric mindset within the company;
- Prepare Customer Satisfaction Survey and analyze Customers' feedbacks;
- Support in developing and monitoring Field Tests activities.
Experience and Education:
- The profile has a Degree in Engineering or similar education;
- At least 2 years of experience in Quality or Customer related roles; previous experience in roles with direct contact with Customers will be considered a plus;
- Having gained experience in international contexts in the Design / Luxury sector will be considered a preferred requirement.
Technical and soft skills:
- Curious to understand Customer needs and expectations (Luxury market-level);
- Data analysis and statistical aptitude;
- Knowledge of basic quality tools and core principles;
- Continuous improvement mindset;
- Excellent verbal and written communication;
- Start-up approach;
- Good interpersonal skills;
- Good English knowledge (knowledge of a second language will be considered a preferred requirement);
- Interest in Design;
- Availability for business trips is required.