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Quality Administrator - Control Tower

Quality Administrator - Control Tower

As Quality Administrator you will work as part of the syncreon Control Tower, Customer Services Team, based in Limerick Ireland. You will liaise with management, internal support teams and warehouse operations within syncreon - along with key account customer staff and our 3rd party carriers in managing day to day customer support activities. You will be handling complex queries, 5C customer complaints resolution and focussing on driving high levels of customer satisfaction for our syncreon Key Accounts.

In this role you will provide customer support ensuring any process, system, carrier and other issues impacting customer shipments and delivery performance are resolved per agreed SLA's.

You will be primarily responsible for:

* The day to day management of the syncreon 5C process including documenting high-quality responses, per agreed SLAs, tracking identified corrective actions to closure and issuing daily and weekly metrics packs.
* Analysing customer complaint data to identify adverse trends using established problem-solving techniques and executing effective actions to address root causes.
* Using Lean tools to identify opportunities for and drive continuous improvement of processes that are owned by the control tower.
* Compiling, reviewing and actioning reporting suites for our key account customer and syncreon business per KPI requirements.
* Carrier performance reporting against agreed KPI's and actioning trends for root cause & corrective actions.
* Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant syncreon & customer teams and tracked through to resolution.
* Participating in weekly carrier & customer task meetings along with monthly reviews & QBR's.
* Participating in syncreon control tower / customer projects.
* Being the voice of the customer.

Job Knowledge Required
* 3rd level qualification preferred, with a Technical degree to NFQ Level 6 or above.
* 2+ years of work experience in a logistics environment working in a quality capacity.
* Fluency in oral & written English is essential.
* Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
* Key attention to detail for customer complaints investigations, process analysis, & reporting activities.
* Responsiveness in dealing with Customer requests.
* Excellent interpersonal skills.
* Ability to work as part of a team and to assist other team members during peak volume periods

At syncreon we are fully committed to the health and safety of our employees. We have full prevention and mitigation processes in place, including cleaning and sanitization practices, as well as screenings, masks and social distancing. syncreon complies with national, state and local orders.

syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About syncreon
syncreon delivers tailored, progressive and scalable solutions to premier global automotive and technology brands, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon. We supply 3PL and 4PL solutions that adapt as quickly as industry and the marketplace evolve. For over 60 years syncreon has provided unique and innovative expertise in providing highly integrated, warehousing management, inbound to manufacturing, reverse and repair, export packing, aftermarket services, fulfilment services and transport. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities. For more information, visit

Candidates chosen to move forward within the Recruitment Process, may be required to undergo an assessment and/or submit further background information. Any offers of employment may be conditional on completion of required checks and provision of relevant documentation, in accordance with the applicable local legislation.

Job Segment: Supply, Quality, Operations, Automotive

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