Customer Satisfaction & Quality Manager

Overview

We are seeking an innovative, dynamic, and creative Customer Satisfaction & Quality Manager to join our team. This role is responsible for providing leadership and collaboration in the areas of quality and customer satisfaction, as well as developing and strengthening the quality culture across our sites. The individual in this role will oversee quality assurance, quality control processes, and associated programs by developing, implementing, and administering quality standards and procedures that ensure product quality, continuous improvement, and customer satisfaction.

Leadership and Customer Experience

• Lead Quality and Customer Experience initiatives within the Distribution Center.
• Manage, develop, and mentor a team.
• Serve as the Voice of the Customer:
• Collaborate regularly with customers to understand their expectations and concerns.
• Communicate customer insights and drive customer-centric decision-making within the organization.
• Influence decisions to ensure customer expectations are consistently considered.
• Contribute to enhancing customer satisfaction and achieving quality objectives by aligning expectations and executing effective action plans.

Quality Excellence

• Manage customer service and quality-related processes from issue identification to prevention.
• Support Quality Excellence across the Supply Chain, including receiving, picking, packing, shipping, transportation, and returns.
• Integrate relevant quality programs and methodologies (such as 8D, Lean Six Sigma, and the Schneider Performance System) to support continuous improvement.
• Contribute to the implementation of a Tailored Supply Chain strategy.
• Recommend technologies or process improvements to reduce human error through automation.

Quality Systems

• Implement the Schneider Electric quality policy by defining Customer Satisfaction and Quality (CS&Q) roles, targets, and objectives within the organization.
• Support, advocate for, and implement global directives and policies.
• Oversee the entity’s Integrated Management System (IMS).
• Collaborate regularly with Customer Satisfaction and Quality teams to ensure their needs are understood and addressed.
• Identify and leverage best practices to enhance quality performance.
• Ensure an appropriate level of competency within the Customer Satisfaction and Quality teams.

Compensation and Benefits

The compensation range for this U.S.

-based position is $130,400 - $150,200 per year, which includes base pay and short-term incentive. This range applies to candidates located within the United States. Our salary ranges are determined by reviewing roles of similar responsibility and level. Individual pay is determined by factors including performance, knowledge, job-related skills, experience, and relevant education or training. Schneider Electric offers a comprehensive benefits package to support our employees, including medical (with member reward points), dental, vision, basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, 401(k) + match, well-being and recognition programs, 12 holidays per year, 15 days of paid time off per year (pro-rated in the first year based on start date), opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

• A Bachelor of Science degree in Engineering (Mechanical, Electrical, Electronic, or Industrial Engineering) is required.
• A minimum of five years of experience in a quality-focused role.
• Experience working in logistics operations.
• Experience driving improvement initiatives through structured problem-solving methodologies such as the Eight Disciplines (8D).
• Experience with Process Failure Mode and Effects Analysis (PFMEA).
• A strong customer-oriented mindset.
• Project management skills.
• Strong communication and influencing skills.
• Experience managing and developing people.
• Strong analytical abilities.
• Change management capabilities.
• Lean Six Sigma certification.
• Experience with ISO methodologies and practices.
• Knowledge of quality fundamentals commonly used in the automotive industry.
• Basic knowledge of Advanced Product Quality Planning (APQP).
• Basic knowledge of International Automotive Task Force (IATF) 16949 requirements.
• Experience with preventive action methods such as Poka-Yoke and Jidoka.

We know skills and competencies show up in many ways and can be based on life experience. If you do not necessarily meet all the requirements listed, we still encourage you to apply for the position.

EEO and Application

Schneider Electric is an Equal Opportunity Employer and is committed to providing equal employment opportunities. You must submit an online application to be considered for any position with us. This position will be posted until filled.