Customer Service Representative I

Job Purpose:

The Customer Representative - Savannah, GA -  is responsible for all facets of Customer Quality and is responsible for improving customer satisfaction at manufacturing assembly contact points with the assigned HL MANDO AMERICA customers.

 Responsibilities include the following (other duties may be assigned as needed)

• Monitoring of OEM parts quality - daily check of customer in-line issues
• Initial investigation of issued parts - Investigate the circumstances of the problem and contain defects
• Communicate - be the link between OEM and HL Mando, attend meetings, report problems in real time
• Support problem-solving - verify corrective actions, track quality KPIs
• Proactively manage parts quality
• Lead incoming, in-process, and outgoing quality monitoring to prevent defects before escalation
• Analyze inspection data and trends to identify risks and drive preventative actions
• Own quality issue response
• Take immediate ownership of quality issues to protect customer production lines
• Lead containment, sorting, and rework activities across suppliers, warehouses, and customer sites
• Drive rapid decision-making to eliminate line-stop risks
• Serve as primary quality owner between OEM customers and HL Mando
• Proactively communicate risks, issue status, and countermeasures in real time
• Lead quality meetings, escalations, and cross-functional alignment
• Drive problem solving and accountability
• Lead structured root cause analysis and corrective action activities
• Validate corrective and preventative actions for effectiveness and sustainability
• Hold internal and external stakeholders accountable for closure
• Actively track, analyze, and improve quality KPIs (FTT, PPM, line impact)
• Identify continuous improvement opportunities and drive implementation
• Ensure full compliance with OEM and internal quality requirements

Qualifications:

• Technician diploma or relevant hands on experience in automotive/manufacturing (1-3 years)
• Good communication to report issues to engineers
• Ability to support containment, sorting, rework, and basic problem-solving
• Candidates must be located in the Savannah, GA area and directly assigned to the HMGMA site.

Technical Competencies:

• Ability to make real-time technical decisions to protect customer production
• Willingness to be present on the production floor and respond immediately to issues

Non-Technical Competencies:

• Interpersonal Skills (relationship building, teamwork, conflict resolution, customer orientation).
• Communication (Verbal communication, listening, written communication).
• Performance Skills (accuracy with detail, planning and organizing, efficiency).
• Personal Characteristic (motivation and commitment, flexibility, assertiveness, development orientation).

Supervisory Responsibility: None

Legal Requirements:

• Must be at least 18 years of age due to federal labor law requirements.
• Must be legally authorized to work in the United States.

Compensation & Benefits:

• Competitive Salary commensurate with experience.
• Comprehensive benefits package that include:
  • Medical, dental & vision insurance coverage
  • Company-paid life and disability insurance and other Guardian supplemental benefits
  • 401 (k) retirement savings plan with company match
  • Paid time off (PTO) and company-recognized holidays
  • Employee Assistance Program (EAP)
  • Tuition reimbursement and professional development opportunities

 Equal Opportunity Employer Statement: HL Mando is an equal opportunity employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or disability status.