Customer Satisfaction Lead

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For over 140 years our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues this heritage of high performance and dependability, providing mission critical, sustainable flow control solutions for our customers around the globe.

Celeros Flow Technology is looking for individuals with a voice and a vision. We embrace change, diversity and promote new ways of looking at old ideas. We seek talented professionals to join our world-class team of innovators in a global, collaborative & multi-cultural environment, where you will be challenged, supported, and inspired to be extraordinary.

The Customer Satisfaction Leader shall coordinate the company’s responses to concerns and pro-actively introduce customer awareness across all levels in the business, working in accordance with company policies and procedures.

• Promote a culture of prevention & continuous improvement
• Promote and influence customer satisfaction through timely customer resolution and retrieval of customer feedback.
• Driving resolutions with customers and promoting the external image of the company through effective management.
• Coordinating with internal departments to define, resolve product & service quality issues, provide advice, guidance and support on all matters concerning Quality to Celeros personnel.
• Monitor and manage financial reviews driving improvements across the business based on CoPQ data from Warranty, Liquidated Damages and Goodwill.
• Work within Quality team and pier group to drive improvements across Internal & External teams
• Supporting product & service-related incident investigations, ensuring that methods of investigation and reporting is appropriate promoting lessons learned are established and implemented.
• Driving a suite of Key Performance Measures and initiatives to drive improved levels of Customer Satisfaction across the Cathcart product lines.
• Producing weekly/monthly KPI reports to breed awareness relating to concerns across the Cathcart product lines
• Drive and promote the NCR process for quality disposition to all non-conforming products
• Benchmark with other Celeros locations to standardise processes to support resolutions where common clients are identified

• Record No. Open & Closed Concerns (monthly)
• Record the Financial impacts involved in servicing concerns (monthly)
• Record the value of net benefit being brought in defence of claims, though possible upsells, recovery or opportunity conversion (monthly)
• Seek out improvement initiatives and report status (monthly)
• Demonstrate achievements made in post (monthly)
• Categorise the severity of Claims & demonstrate closure within suggested time frames (monthly)
• Seek out improvement initiatives and report status (monthly)
• Host cross functional teams to help service the progress of claims (weekly)
• Be fully compliant with all Quality goals and objectives for calendar year (annually)

• Awareness of ISO
• Able to demonstrate risk management and Root Cause Failure Analysis experience
• High level of computer proficiency (e.g., MS office, PowerPoint)
• Skilled in preparation, development, and delivery of improvement projects
• Experience with developing and forging a customer interface with strong product knowledge to compliment CUP Celeros Brand products
• Detailed analysis and reporting techniques including the visualisation and analysis of data
• Able to conduct and support Internal and External audits

• Opportunities to develop
• Bonus
• 33 days holiday (inclusive of bank holidays)
• Holiday buy and sell
• Pension
• Life Cover
• Employee Assistance Program

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions…