AGC | Customer Service Representative (Quality), Farmington Hills, MI

Get to Know Us:

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.

Culture:

Expectations are high and team successes are celebrated. We believe in the power of skilled, engaged, and united teamwork backed by open, honest communication. Integrity matters most and is essential for building trust with teammates and with customers.

Summary of Position:

The Customer Service Representative (CSR) is responsible to ensure a strong OEM customer support and relationship are in place. Serves as a central point of contact for OEM customers reporting claims of company products, and to coordinate the review and analysis of claimed parts. This role is responsible for improvement activities are being facilitated for customer-related concerns and issues, in addition to provide quick response time for customer’s questions and concerns. The CSR is responsible to ensure good communication flow, in relation to customer’s issues, between the AGC, the O&S sites and the customers. The CSR is responsible to gather, document, support the analysis and development of improvement activities for the Customer Satisfaction performance results; is accountable to report any issue that will affect Customer Satisfaction Scorecards and/or ratings, including special status and escalation within the Customer’s organization. This CSR position will be responsible for Toyota Motor Manufacturing Indiana, located at Princeton, IN. The work location for this position is at the Toyota Facility in Princeton, IN, but will report into AGC’s Farmington Hills location.

Qualifications:

  • A four-year technical degree or equivalent experience is preferred.
  • Four years of manufacturing and/or quality experience.
  • Knowledge in Customer Specific Requirements and Customer Trouble Handling and Problem Resolution Methodology. Must be able to demonstrate experience with customer communication.
  • Strong communication (verbal and written) and interpersonal skills, along with analytical abilities are essential.
  • Experience with PPAP, Control Plan, PFMEA and problem solving is required. Must be able to communicate and interact with all levels of AGC and customer organization.
  • Proven knowledge of Automotive OEM Quality Systems and Problem-Solving Methodologies.
  • Understanding of quality charges, debits, credits, and accruals.
  • Ability to manage and analyze a large amount of electronic and paper data.
  • Intermediate to expert skill level in Microsoft Excel: use of graphs, pivot tables, and formulas.
  • Knowledge of APQP activities, PPAP, Control Plan, PFMEA, MSA, and Problem-Solving Tools.
  • Technical understanding of Glass Fabrication, Assembly, and Injection Molding is desired.

We’re looking for someone who is:

Creative– You possess the internal need to create and continually iterate. You look at situations with an open mind and develop smart, efficient and often non-obvious solutions.

Innately Curious – You are naturally curious about cause-effect relationships, what-if scenarios and why-done analysis.

Intuitive – You have the ability to see interconnections and dependencies between seemingly disparate pieces. You can identify a missing element and/or gap based on general logic, even without having specific knowledge or experience in the subject.

Self-Educating – In addition to formal training opportunities, you possess an internal drive to identify areas of missing knowledge and independently close gaps.

Internally Motivated – You have an internal drive based on interest and/or self-imposed expectations.

Humble/Customer Serving – You embody our mission to enable the customer-facing teams to be successful. You understand that our customer’s failure is, at least on some level, our failure.

What Can AGC Offer You?

  • Competitive compensation
  • A structured bonus plan
  • Medical, dental, and vision coverage
  • 401(K)
  • Generous PTO program
  • Discount programs
  • Opportunities for growth

If you would like more information or are interested in applying, please submit your resume and a cover letter that includes your salary requirements.

Equal Employment Opportunity Employer –  To be considered applicants must be legally authorized to work in the United States without sponsorship.