Cassina Customer Quality Specialist

Responsibilities The Customer Quality Specialist will join the Cassina Quality team and will report directly to the Quality Manager; he/she will be in charge of all Customer-related activities within the team, with the ultimate goal of increasing Customer satisfaction.
Main Activities The main activities the new person will be involved in are: Support Customer Service team in solving Customer complaints, cooperating with other Departments for the resolution; Analyze Customer related data and developing statistical reports; Work closely with Planning and Production units in defining corrective actions to solve Customer issues; Cooperate with Supplier Quality in managing Customer claims caused by external suppliers; Visit Cassina and Dealer Showrooms to collect Voice of Customer; Understand Customer's expectations / needs and use them as a basis to foster a Customer-centric mindset within the company; Prepare Customer Satisfaction Survey and analyze Customers' feedbacks; Support in developing and monitoring Field Tests activities.
Experience and Education: The profile has a Degree in Engineering or similar education; At least 2 years of experience in Quality or Customer related roles; previous experience in roles with direct contact with Customers will be considered a plus; Having gained experience in international contexts in the Design / Luxury sector will be considered a preferred requirement.
Technical and soft skills: Curious to understand Customer needs and expectations (Luxury market-level); Data analysis and statistical aptitude; Knowledge of basic quality tools and core principles; Continuous improvement mindset; Excellent verbal and written communication; Start-up approach; Good interpersonal skills; Good English knowledge (knowledge of a second language will be considered a preferred requirement); Interest in Design; Availability for business trips is required.
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