Quality Improvement Coordinator

The Quality Improvement Coordinator delivers timely, accurate, and empathetic support to customers, ensuring issues are resolved effectively, outcomes are documented, and customer satisfaction and retention are consistently achieved. This role collaborates with Sales, Manufacturing, Engineering, and Quality to address root causes and drive continuous improvement.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone and email.
• Diagnose issues, provide clear guidance, and resolve or escalate as appropriate.
• Document all interactions with complete and accurate notes in the FIR screen and on orders.
• Track and report recurring issues, customer feedback, and common themes.
• Manage escalation queues and ensure timely follow-up.
• Maintain a strong understanding of OFS products and services.

Qualifications:

• Excellent verbal and written communication skills.
• Proficiency with basic computer applications and office software.
• Ability to manage multiple inquiries simultaneously while staying organized.

Core Competencies:

• Empathetic, patient, and customer-centric approach.
• Strong analytical and troubleshooting skills.
• Clear, concise, and respectful in all interactions.
• Ability to prioritize tasks effectively.
• Works well across teams and shares knowledge openly.
• Flexible in a fast-changing environment.
• Accurate and reliable data entry and documentation.

Technical and Product Knowledge:

• Familiarity with the furniture industry.
• Ability to interpret orders, invoices, warranties, and Bills of Material.
• Comfortable with basic troubleshooting and escalation procedures.

Preferred Additional Skills (Nice-to-Have):

• Basic data analysis skills.
• Background in the furniture industry, customer service, or engineering.
• Experience with Oracle systems.