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Customer Quality and Continuous Improvement Manager

31,566 P.A. ?
Location: Findern
Company: Yusen Logistics UK Ltd
Contract type: Permanent
Hours: Full time
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The Company
Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

We are looking for a Customer Quality and Continuous Improvement Manager in Derby.

The position holder will provide accurate and timely closure of customer complaints and establish robust countermeasures to continuously improve operations across multiple customers in the region.

The position will offer a salary range of £38-45K, individual health cover and an opportunity to work remotely up to 4 days per week.

Benefits of joining us:
Flexible/agile working, 25 days holiday (excluding bank holidays), Company Pension Scheme, Employee benefits i.e. Discount schemes including E-vouchers and gift cards, gym membership as well as a recognition platform, Critical Illness Cover, Tailored development and career opportunities, Company sick pay* Employee Wellness initiatives – WeCare - includes 24/7 online GP, mental health support service, get fit programme and more.

Key responsibilities:
1. Quality
a. Thorough investigation of root cause identification of customer complaints, ensuring implementation of appropriate corrective actions in a timely manner to ensure the prompt closure of customer complaints to the mutual satisfaction of the company and the customer.
b. Co-ordinate with all other areas of the business to support cross functional activities to improve the customer service experience, efficiency and cost savings.

2. Continuous improvement
a. Using problem solving and continuous improvement techniques, constantly look for procedural improvement that will drive efficiency or customer satisfaction.
b. Actively support continuous improvement initiatives across the business, using experience to support project management and implementation planning

3. Reporting
a. Timely and accurate reporting of issue resolution and closure
b. Provide data and information to support analysis of activity impact to customer service, efficiency and cost improvements.
c. Escalating potential contentious or disputed issues to the Line manager in a timely manner.

4. Relationships
a. Maintain and develop strong customer relationships based on accuracy, integrity and reliability of issue resolution.

Key requirements:
• Continuous Improvement experience ideally from automotive or another CI focused industry
• Strong Practical Problem Solving (PPS) skills including tools such as 8D, 5Y, plus Excel, PP, Word and MS project preferably.
• Proven experience of conducting root cause analysis and implementing appropriate countermeasures
• Excellent stakeholder influencing skills
• Excellent communication skills, both verbal and written
• Driving licence as some travel to Yusen and customer sites will be required
• Commitment to excellence
• Good attention to detail
• Flexible approach to work, able to prioritise own workload with strong time management skills

We thank all applicants for their interest, however, only those under consideration will be contacted.

Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential.
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