Customer Service & Quality Manager - Brenham, TX

Apply

Company Overview: FXI is reshaping comfort and performance through foam innovation. From bedding and furniture to healthcare and transportation, our materials power the brands, products, and experiences people rely on every day. You'll find our solutions behind many of the most recognized consumer brands in comfort - including Molecule, Serta, Sleep Innovations, Yourigami, and Novaform - as well as in leading OEM and retail partnerships across North America. Our culture is built on curiosity, collaboration, and results. With cutting-edge R&D and a network of advanced manufacturing sites, FXI drives what's next in comfort technology. Everywhere foam goes, FXI innovations lead the way.

Job Overview: The Customer Service and Quality Manager is responsible for overseeing and improving customer service operations and ensuring the delivery of high-quality service standards. This role involves managing customer service operations and implementing quality assurance processes to maintain product integrity and customer satisfaction.

Essential Job Duties:

1. Customer Service Operations:




• Develop and implement customer service protocols specific to the manufacturing environment to ensure timely and effective communication with clients.
• Manage customer inquiries, complaints, and issues regarding product quality and delivery, ensuring prompt resolution.
• Work in coordination with the sales and production teams to ensure customer requirements are understood and met.
• Develop and implement customer service policies and procedures to enhance efficiency and client satisfaction.
• Oversee the daily operations of the customer service department ensuring all customer inquiries and issues are addressed promptly.
• Analyze customer feedback and service level data to identify trends and areas for improvement.
• Develop and implement customer service policies and procedures.
• Manage and lead a team of customer service representatives.
• Monitor and evaluate the performance of the customer service team.
• Ensure customer inquiries and complaints are handled promptly and effectively.

1. Quality Assurance Management:




• Oversee the quality assurance processes across the manufacturing facility, implementing industry best practices.
• Develop, implement, and maintain quality standards and procedures to ensure compliance with regulatory and company requirements.
• Conduct regular audits and inspections of products and processes to identify areas for improvement.
• Establish quality standards and conduct regular assessments to maintain service excellence.
• Implement continuous improvement initiatives to enhance customer service quality and operational efficiency.
• Ensure compliance with organizational standards and adherence to policies and regulations.
• Quality Control Analysis - Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Develop and implement quality control processes to ensure product and service quality.
• Analyze customer feedback and work with other departments to implement improvements.
• Prepare and present reports on customer service and quality performance.

1. Team Leadership:




• Lead, train, and manage the customer service and quality assurance team, fostering a culture of excellence and continuous improvement.
• Conduct performance evaluations and identify training needs to develop team competencies.
• Facilitate communication and cooperation between the customer service and production teams to ensure seamless operations.
• Recruit, train, and mentor customer service representatives to ensure a high-performing team.
• Conduct regular performance evaluations and provide coaching to team members to enhance their skills and knowledge.
• Foster a positive and collaborative team environment encouraging professional growth and career development.

1. Continuous Improvement:




• Analyze customer feedback and quality metrics to identify trends and initiate corrective actions and improvement projects.
• Implement process improvement initiatives to enhance product quality and reduce customer complaints.
• Lead cross-functional teams in quality improvement projects and report on progress and outcomes to senior management.

1. Reporting and Documentation:




• Prepare and manage comprehensive quality reports, customer feedback summaries, and performance metrics.
• Ensure accurate documentation of quality assurance activities and maintain records as per regulatory compliance.

1. Customer Satisfaction:




• Develop strategies to enhance customer experience and satisfaction, aligning with the company's quality and service objectives.
• Serve as the point of contact for key customer accounts, ensuring that their quality concerns are addressed effectively and efficiently.
• Develop and maintain positive relationships with customers, handling escalated issues and queries to resolution.
• Work closely with other departments to align service strategies with business objectives and customer needs.
• Design and implement strategies to enhance customer experience and satisfaction rates.

1. Reporting and Analysis:




• Prepare and present regular reports on department performance, customer feedback, and improvement initiatives to senior management.
• Utilize data and analytics to forecast, plan, and implement departmental improvements.

1. Project Management:




• Lead and manage customer service projects aimed at improving efficiency, customer satisfaction, and quality control measures.
• Coordinate with cross-functional teams to ensure timely and effective project execution.

1. Budget Management:




• Develop and manage the customer service and quality department budgets ensuring efficient resource allocation.

Qualifications:

• At least 5 years of experience in a quality assurance or customer service role within a manufacturing environment.
• Strong knowledge of quality management systems and manufacturing processes.
• Experience with quality improvement methodologies and root cause corrective actions.
• Excellent leadership, communication, and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.

• Proven experience in customer service management
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Experience with quality management systems and processes
• Ability to analyze data and generate reports

Knowledge:

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Quality Control Analysis - Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Basic Skills:

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Speaking - Talking to others to convey information effectively.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Working Conditions:

• Full-time position primarily based on-site at the manufacturing facility, with occasional travel as required.

Our Commitment to a Diverse Workforce: FXI is an Equal Opportunity Employer. FXI does not discriminate in employment matters on the basis of race, color, religion, gender identify or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or based on any individual's status in any group or class protected by applicable federal, state, or local laws. We support workplace diversity. We strongly believe that diversity contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can.