AGC | Quality Customer Service (Corporate)- Princeton, IN

AGC Automotive Americas (AANA) is a leading supplier of automotive glazing for the OEM and aftermarket industries and is part of the AGC Group, the largest global glass supplier employing more than 50,000 worldwide in approximately 30 countries. As a Quality Customer Service Representative at AGC, you will be the cornerstone of our customer support, responsible for building and maintaining strong relationships while serving as their primary point of contact. This role involves managing the entire customer claim process, from initial reporting to coordinating the analysis of returned products, ensuring seamless communication between our customers and internal AGC teams to resolve issues effectively. A crucial part of your role will be to champion the "Voice of the Customer" within our organization, providing quick responses and ensuring their feedback drives our problem-solving activities. Additionally, you will oversee the sorting of rejected products at customer sites, monitor and report on customer satisfaction metrics, and handle the review and dispute of customer financial deductions to uphold our service standards. Location of Position: Remote but prefer Princeton, IN area Travel & Availability: Frequent travel is required. It is expected to travel up to 40% of time within North America (USA, Mexico or Canada). Accessibility during off-hours, in the event of urgent customer situations. Responsibilities: Customer Scorecard - Quality related items. OEM Customer PPM or equivalent (Honda GQI, GM Sourceability). Voice of the Customer: Meeting incidents and quality claims response timing based on customer requirements. Knowing and communicating Customer Quality Requirements and concerns Cost of Quality: Quality incidents and sorting activity at customer, warranty cost, contract budget. We are looking for someone who has experience with: Customer Engagement and Support: You will maintain a consistent presence at the customer's location during their operating hours to provide direct support in coordination with AGC and Tier II sites. A key function of this role is to represent the "Voice of the Customer" by communicating their feedback in weekly conference calls and completing detailed reports. Furthermore, you will actively support New Model Launch activities by participating in weekly calls, providing onsite assistance during builds, managing quality reports in the customer portal, and ensuring all customer expectations are clearly understood and met. End-to-End Claim Management: You will be responsible for overseeing the full lifecycle of warranty claims by monitoring and reviewing incoming reports. This includes notifying internal AGC and Tier II teams, tracking returned parts, and gathering required information from the customer. You will maintain accurate records in AGC's internal system and provide all necessary evidence to ensure claims are resolved with the customer in a timely manner. Additionally, you will be accountable for ensuring prompt responses and closures for all reports issued within customer portals. Customer System and Requirement Management: You will leverage your knowledge of customer systems and requirements to act as a vital communication channel for AGC and Tier II plants, escalating concerns as needed to ensure they are addressed. This role involves reviewing, approving, and distributing precise sorting instructions and criteria to the appropriate facilities, ensuring all internal teams clearly understand and meet customer expectations. You will be expected to demonstrate proven knowledge of Automotive OEM Quality Systems and Problem-Solving Methodologies Data Driven Problem Solving: You will apply strong analytical and data-driven problem-solving skills to manage and interpret large volumes of information, including financial data related to quality charges, debits, and credits. This role requires advanced proficiency in Microsoft Excel, using tools like pivot tables, formulas, and graphs to distill complex data into actionable insights. You will leverage this analysis to conduct thorough root cause investigations and develop effective, data-backed solutions to resolve customer issues. Demonstrated ability to uphold Policy and Procedure: This role requires you to apply knowledge of and adherence to respective AGC Policies, Processes and Procedures relative to Customer Satisfaction. Experience/Education: A four-year technical degree or equivalent experience is preferred. Four years of manufacturing and/or quality experience. Working experience with core automotive quality tools including APQP, PPAP, Control Plans, PFMEA, MSA, and various problem-solving methodologies. Technical understanding of Glass Fabrication, Assembly, and Injection Molding is desired. While performing the duties of this job, the employee is required to bend, crouch and stand, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms and keep balance. Ability to walk and/or sit for extended periods of time. The employee must regularly lift and/or move up to ten (10) pounds, and occasionally lift up to twenty (20) pounds. What can AGC Offer You? We offer a competitive compensation package including base salary, structured bonus plan, comprehensive benefits, and opportunities for career advancement. Equal Opportunity Employer - To be considered applicants must be legally authorized to work in the United States. AGC Group