Customer Service and Automotive Team Lead

Element Acton has a current opening for a Customer Service and Automotive Team Lead to join our growing team.

• Oversight of Client Support Representative Team in a professional manner to promote proactive customer service.
• Assist in client retention initiatives
• Liaise with Operations Manager to ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded.
• Hire and train Client Support Representatives to NQA USAs processes and system manual requirements.
• Proactively monitor CSR / EQM Dashboards to maintain internal efficiency and initiate process improvement plans where deficiencies are identified for process and personnel
• Liaise with all levels of the organization to identify solutions to internal efficiency and effectiveness issues chair meetings generate minutes produce progress reports ensure action items are completed in line with established timeframe
• Assist in Management of customer complaints with Operations Manager and Auditor Support Manager
• Support Accounting Receivables initiatives set by Operations Manager
• Reporting on Operational Metrics that support the group i.e. CFCs Overdue NCRs etc.

• Communication with the auditor and CSRs on the purpose of scheduling

• Manage full time auditor schedules to ensure they are meeting utilization numbers with CSRs and Operations Manager

• Coordinate auditor schedules with client needs through auditor allocation

• Resource management to ensure auditors meet logistic competence utilization and customer requirements

• New auditor onboarding process efficiency with Auditor Support Manager

• Utilize EQM to maintain information regarding scheduling activities including auditor and client information

• Reporting on Scheduling Objectives Full Time Utilization

• Direct communication liaison with NQA UK sector manager to relay critical information training etc. to US office

• Schedule Automotive audits as required per IATF rules directly with auditors and customers

• Monitor NCR process for all automotive clients to ensure IATF KPIs are met

• Assist in oversight process on all IATF database activities for US office

• Plan industry required witness audit reports

• Support all other IATF office audits internal audits corrective actions and other actions as needed

• Complete data integrity activities for QSD/GM and Business Units as required

• Provide direct input to team performance appraisals / reviews

• Bachelors Degree
• 1-3 years Management Experience
• 3-5 years related experience in a regulated industry
• Knowledge of Microsoft Office and EQM computer programs (database awareness)
• Data driven decision making
• Excellent administrative skills
• Excellent written and verbal skills

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At Element we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age disability ethnic origin gender marital status race religion responsibility of dependents sexual orientation or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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