Exp Cust Exp Professional

Lead strategic customer engagement and serve as the primary point of contact for customer inquiries, complaints, escalations, and critical field issues, ensuring a high level of customer satisfaction and loyalty. Manage customer issue validation, investigation, and escalation processes by coordinating with Manufacturing, Engineering, Supplier Quality, Supply Chain, and Operations teams to drive timely and effective resolution. Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns, ensuring corrective and preventive actions (CAPA) are implemented, monitored, and sustained. Oversee product safety, field quality, and supplier quality activities, including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership. Drive proactive customer communication by providing regular updates on order status, delivery risks, product shortages, quality issues, and resolution plans while ensuring appropriate stakeholder review and alignment. Manage customer-related records, field issue reporting, JIRA case management, performance scorecards, KPIs, and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives. Support order management, inventory allocation, material shortage mitigation, and delivery execution for strategic customers while balancing customer expectations and operational capabilities. Foster cross-functional collaboration and lead continuous improvement, digital transformation, and operational excellence initiatives to enhance customer experience, service performance, and business outcomes. Lead strategic customer engagement and serve as the primary point of contact for customer inquiries, complaints, escalations, and critical field issues, ensuring a high level of customer satisfaction and loyalty. Manage customer issue validation, investigation, and escalation processes by coordinating with Manufacturing, Engineering, Supplier Quality, Supply Chain, and Operations teams to drive timely and effective resolution. Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns, ensuring corrective and preventive actions (CAPA) are implemented, monitored, and sustained. Oversee product safety, field quality, and supplier quality activities, including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership. Drive proactive customer communication by providing regular updates on order status, delivery risks, product shortages, quality issues, and resolution plans while ensuring appropriate stakeholder review and alignment. Manage customer-related records, field issue reporting, JIRA case management, performance scorecards, KPIs, and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives. Support order management, inventory allocation, material shortage mitigation, and delivery execution for strategic customers while balancing customer expectations and operational capabilities. Foster cross-functional collaboration and lead continuous improvement, digital transformation, and operational excellence initiatives to enhance customer experience, service performance, and business outcomes.