Position:  FQM Customer Service Assistant

Reporting to: FQM Sr. Manager

Location: San Diego, CA

Responsibility:

- Corresponds to any customers inquiry and support effectively

- Make continuous communication with customers and take VOC for customer support

- Facilitates effective cross-functional customer meetings

- Maintains steady communications cadences in support of each service customers

- Customer satisfaction index management with customer survey, customer interview, etc.

- Prepare and attend customer meeting and conference periodically (MQR, QBR, etc.)

- Customer FAR F/up with CS team to provide necessary information to customer

- Gather and f/back competitor information

- Creates and delivers consensus building presentations in support of field service customers

- Delivers engaging, informative, well-organized presentations for internal and external report

- Resolves and/or escalates issues in a timely fashion

- ISO 9001 audit coordination and support for audit

- Regular and irregular meeting with different entity (HQ, related dep. And customers)

- Weekly FQM report to upper management

- Communicate difficult/sensitive information tactfully

- Support analysis and quality issue part as needed

- Focus on KPI to continuously drive improvement to operational excellence

- Build effective cross-functional partnerships with customers and internal related teams

- Ensure that service infrastructure supports LGD’s strategic directions

- Work with field service teams to document systems and process requirements

- Facilitate consensus building conferences, workshops, and team meetings

- Maintain and communicate rules of engagement for new and existing programs

- Adapt to the communication needs of others to effectively manage up, down and across the organization

- Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines

- Comply with the Company’s policy and procedures

- Other duties as assigned

Principle Duties and Responsibilities and Approximate % of Time Spent On Each:

- Field Customer Support       60%

- Field Quality Support           10%

- Analysis Support                  10%

- Competitor’s information     10%

- Others Activities                   10%

Requirements:

- B.S or B.A Degree or equivalent experience in business / electronics or electric field or an equivalent combination of education and work experience

- Experienced in the management of service channel logistics or related fields

- Must possess the ability to use computers and technology for information and to access information necessary to complete the job

- Must have excellent IT system skill (Word, Excel, PowerPoint, Outlook), as well as with ERP System (SAP, Oracle)

- Must be able to plan, prioritize and implement detailed instructions in a timely and efficient manner, working independently, as well as with others

- Independent thinking and strong analytical skills required

- Bilingual (Korean and English) and excellent communication skill

- Ability to work a flexible work schedule as business dictates

Apply via email: jadonwon@lgdisplay.com