Quality Account Coordinator (1st Shift)

Position Summary

The Account Coordinator carriers out all customer facing quality assurance activities such as responding to quality inquiries, processing quality events, monitoring escapes and quality events, accurate management of NC/Quality cage(s), and handling quality issues in a courteous and effective manner with appropriate research and investigation. Other responsibilities include coordinating auditor activities, reporting audit findings, interacting with operations and key customer contacts.

These systems will operate as outlined in the Crescent Way- 3 P’s:

• Purpose
• Process
• People

While building on our culture of:

• Doing it Right
• Doing it Safe
• Doing it Well

Essential Duties and Responsibilities

Safety

• Read and understand the Crescent Safety Playbook – Doing it Safe
• Participate in operation safety sentinel program while maintaining a 5s working environment.
• Accident Reporting 
• Participate in on-site safety committees 
• Assist in maintaining the security of the warehouse by following Crescent People Playbook, Operations, Comply with OSHA, ASI and company standards and warehouse access policies 

People

• Read and understand the Crescent Way
• Act as a liaison to shipping/warehouse associates ensuring all order requirements are successfully communicated
• Work closely and harmoniously with fellow Team Members
• Act as liaison between the warehouse, production staff etc., and the customer in administration of accounts as required
• Maintain a good working relationship with customers by responding to all inquiries/complaints, shipments, inventory counts etc., in a courteous and efficient manner
• Positively contribute to a team environment by mutually respecting each other
• Ensure all customer touch points and communications are positive 
• Seek out opportunities to train and coach other people to improve the overall group performance.

Productivity

• Responsible for maintaining reports (government, GE and Crescent).
• Proactively seek out and identify areas for improvement 
• Prepare reports detailing activities as required
• Maintain customer systems and Crescent systems
• Receive/resolve quality returns into the warehouse 
• Help maintain locations in quality/NC area and the storage of parts within its appropriate location.
• Properly prepare Request for Shipment (RFS), maintaining special requirements related to shipments.
• Maintain the GE area’s equipment and materials in a clean and orderly fashion 
• Operate all equipment in a safe and efficient manner following prescribed work methods 
• Allocate, monitor and assign work to associates if applicable 
• Assist other Departments upon request
• Perform other functions as required by the Quality Supervisor, Quality Manager and General Manager 
• Coordinate and maintain scale calibration process

Quality

• Coordinate Quality Events and communication with appropriate personnel
• Manage NC hardware, ensure quarantined in appropriate areas
• Assist with corrective and preventive actions
• Assist with ISO program management
• Assist with FOD and parts awareness training
• Maintain files for Quality Event Management
• Maintain a clean and orderly work area
• Inspect all paperwork to identify reason for returns or shipments 
• Ensure copies of all paperwork is included in folders; review for completeness
• Log non-conforming parts when applicable 
• Participate in Quality Sentinel programs

Customer Value

• Respond promptly to client requests via phone or email in a professional, courteous manner.
• Perform bin audits and cycle counts on quality escape research
• Process customer quality requests
• Process shipping document amendments and kit matrices upon request 
• Foster Crescent excellence by cultivating teamwork 
• Effectively communicate directly to customers all aspects of quality issues
• Prepare and maintain activity reports concerning client service activities as required 
• Maintain a good working relationship with customers 

Financial

• Improve organizational efficiency and waste reduction 

Cultural Competencies

Do It Right

Doing what is right for our customers, doing what is right for our company and doing what is right for our People. Continually improving the quality of our product and services. Monitoring and measuring every key ingredient which could negatively impact our quality. Doing it Right ensures we will always be a Premier Service Provider.

Do It Safe

Providing a safe environment and supporting our people to reach their highest potential. A safe environment where all forms of risk are assessed and controlled. A safe environment open to new ideas, where our people’s opinions and overall well-being count. A diverse environment where everyone fits and can be successful.

Do It Well

Optimizing all our resources to efficiently and effectively perform all tasks well. Our overall productivity as a company is a reflection of the thousands of activities performed well each and every day by everyone. At Crescent, our ability to Do it Well is a real source of pride valued by our customers.

Work Environment / Physical Demands

• Fast paced environment, requiring Account Coordinators to adapt to continuous changes in Company, Customer and People needs
• Ability to frequently sit, stand, walk, reach with hands and arm’s length, climb or balance, stoop, kneel, and crouch
• Must be able to move/lift heavy product and traverse warehouse racks and tight spaces
• Walk on concrete floors for extended periods while in the warehouse pulling and labeling product for shipping
• Ability to regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds frequently. *Anything over 25 lbs. requires a team lift 
• Regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment
• Ability to sit for extended periods of time at desk in traditional office environment
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.
• Specific vision abilities required by this job include close vision requirements due to computer work
• Moderate to significant noise (i.e., phone, and printers, warehouse traffic).
• Fast paced environment, requiring Account Coordinator to follow established repetitious routines. The physical demands are typical of a warehouse environment
• The ability to read instructions and perform addition, subtraction, multiplication, division and understand percentages 
• The ability to communicate with facts, and to balance talking with listening 
• Being self-motivated to achieve targets and to seek out improvements and accept and embrace change.
• The ability to manage one’s time effectively, schedule and prioritize tasks in accordance with the demands of the day
• Perform other job-related duties as assigned

Systems Usage

• Quickbase
• GE Systems (i.e. CAS, Impact, Oracle, QCloud, Teams, PSS, )
• Shipping Services (FedEx, Ups and etc.)
• Office Suite (i.e. Outlook, Excel and Word)
• Fax Machine
• Telephone
• Scanners and Printers

Performance Metrics and Trends

• Safety
• People
• Productivity
• Customer Value
• Accuracy
• Attendance
• Quality

Qualifications

Education & Experience:

• 1-year customer service/ inventory/ warehouse experience
• Highschool or Equivalent
• Must be able to write, read, speak and understand English to operate safely and efficiently 
• Basic Computer skills
• Detail oriented
• Logical problem solver
• Extremely accurate
• Basic mathematics
• Analytical
• Good interpersonal skills
• Strong written and verbal communication skills
• Basic to intermediate knowledge of MS Office and comfortable learning new technology systems as needed
• Ability to work flexible hours

Preferred Qualifications:

• 2-year customer service/quality/ warehouse experience
• Understand warehouse and quality control methods
• Intermediate knowledge of MS Office- Excel
• Strong detail-oriented and resourceful mindset
• Forklift Operator experience

We will absolutely know the Account Coordinator is successful if they can:

• Displays the ability to communicate at all levels – up, down and across the business 
• Takes the initiative and is proactive in gathering information, assembling the tools or team members required to implement corrective actions and opportunities for improvement on target and with expected quality 
• Excels in developing lines of communication with external clients, internal staff and throughout Crescent.
• Works to improve time management abilities so that projects and tasks are consistently delivered on time and if not, then the reasons why are effectively communicated at the earliest opportunity 
• Promotes the company culture among peers, by effectively conducting on-the-job safety education, orientation and on the job training and development with staff. Identifies areas for improvement and provides feedback and solutions to leadership 
• Shows a willingness to go the extra mile during peak periods of work
• Participates in continuous improvement events and provides ideas for reducing waste and defects.

By completing this application, you are acknowledging the following: 

• I am at least 18 years of age of older 
• I can perform the essential functions of this position, with or without accommodation
• I am a US Citizen or otherwise authorized to work in the US on an unrestricted basis