Material (Leather) Senior Consultant/Inspector
Bureau Veritas Group - Impactiva
- Hà Nội
- Lâu dài
- Toàn thời gian
- Receive, log, and acknowledge customer complaints or claims related to leather defects, quality deviations, and delivery issues.
- Evaluate the validity of claims in coordination with Quality and Production teams.
- Request and review supporting evidence (e.g., photos, defect reports, samples).
- Ensure fair, transparent, and timely resolution of claims.
- Serve as the main point of contact for after‑sales issues and claim follow‑ups.
- Communicate investigation outcomes, corrective actions, and updates clearly to customers.
- Provide professional and proactive customer communication, including technical guidance where needed.
- Collaborate closely with Production and TCC teams to investigate root causes of complaints.
- Provide customer feedback to support product consistency and reduce recurring issues.
- Assist in preparing internal reports, metrics, and analyses related to claims and service quality.
- Maintain an organized database of all customer complaints, resolutions, lead times, and statuses.
- Analyze claim trends and recommend preventive or corrective actions.
- Prepare weekly and monthly customer service and claims reports for management review.
- Bachelor’s degree in Leather Technology, Quality, Business, or a related field.
- Minimum 7 years of experience in customer service, QA, or technical support roles within the leather industry.
- Strong knowledge of leather types, defects, grading, and quality standards.
- Experience in claims handling and after‑sales service support.
- Strong technical understanding of leather production, defect identification, and grading.
- Knowledge of cutting layouts, yield optimization, and defect placement (advantageous).
- Excellent communication and interpersonal skills.
- Ability to manage conflict professionally and handle dissatisfied customers tactfully.
- Strong analytical and problem‑solving capability.
- High attention to detail with strong documentation and follow‑up skills.
- Proficiency in Microsoft Office applications.