Quality Assurance and Customer Service Specialist

OIA Global Since its founding in 1988, OIA Global has grown into a $1 billion world-class logistics and packaging company that employs over 1,200 professionals in 28 countries. Our knowledge, solution design experience, and installed infrastructure give our customers the confidence and capability to extend their supply chains from emerging production areas to key commercial markets.

Summary:

Responsible for meeting customer needs and supporting company operations by working with factories and suppliers to ensure quality products, efficient shipment tracking, and timely delivery. Responds effectively to customer requests, issues, and special requirements while collaborating with supplier, operations, and logistics teams to reduce lead times. Manages claims, customer service, and fosters strong relationships with suppliers and customers in the region. Assesses material claims and quality issues at customers, conducts random inspections at suppliers, and maintains effective communication with all stakeholders regarding material specifications and testing issues. Acts as a troubleshooter for supply challenges and as a quality controller.

Supervisory Responsibilities:

None

Duties and Responsibilities:

• Handle customer claim and/or complaint on footwear materials.
• Settle material claims with sense of timeliness and reasonability.
• Follow up on product return, replacement or monetary adjustment.
• Drive corrective and preventive action with supplier for quality issue.
• Keep good filing on working documents and emails.
• Enter all claims in the online system.
• Perform material quality inspection in accordance with standard at supplier.
• Record inspection results in the online system.
• Address customer-raised quality issue to the supplier production.
• Communicate effectively both internal and external regarding material quality, specification and testing issues.
• Reconcile with QA Manager for major issues at risk or with challenge.
• Coordinate for 3rd party testing or trial when needed.
• Coordinate all activities related to the orders, sales, purchasing, transportation, and documentation.
• Accurate management of customers' orders.
• Work with suppliers to ensure on-time deliveries.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Manage timely resolution of customer complaints
• Coordinate finance to follow up receivables with customers, and payables with suppliers.

Required Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• University graduate with minimum five years working experience in related field/industry.
• Proficient in English writing and speaking.
• Well-built logic and manner on solution finding to a variety of problems.
• Clear understanding of quality management system and procedure.
• Strong customer service working background.
• Proved capability in communication and interpersonal skill.
• Frequent travel and offsite working at customer/supplier locations.

Physical Requirements:

• The employee frequently is required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds, particularly luggage while traveling.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.