Customer Advocate - Cd. Obregón Location

Primary purpose of the position:

The customer advocate role plays a vital role in supporting the customer and Ball in providing excellence in service for all can body and can end quality and service related issues. The advocate role works closely with the brewery material quality specialist on the essential areas outlined below. 

Essential Responsible Areas:

• Directs and performs routine audits at external warehouses and customer facilities.
• Being the link between the Ball, Customer, and other interested parties.
• Assists in the administration and maintenance of customer certification programs.
• Ensures the resolution of customer concerns and claims.
• Provides troubleshooting as necessary for customer quality/performance issues - facilitates cross function problem solving when applicable.
• Assists in qualification test plans liaising between the customer and Ball.
• Provides feedback to our plants in their customer service program in matters relating to quality.
• Coordinate follow-up meetings for relevant events (critical defects, major or minor defects with an impact on blocked finished product, final customer complaint, major effects on production efficiencies or volumes of stopped inputs).
• Define priorities together with the customer on the relevant activities; Provide resources for the  Customer Advocate to  carry out the required activities for customer; Manage input nonconformities detected within the brewery.
• Define the criteria for defects related to supplies.
• Follow up on compliance with the commitment dates of each 8D cause analysis. Indicator of INS, Attempts, Rejections and Alerts
• Execute the collection of materials through a credit note of the inputs and finished product linked to a non-conformity.
• Present the monthly indicators to the areas of Manufacturing, Packaging, and Corporate Quality including tendencies of the defects presented.
• Mediate ambiguous situations to seek a common agreement between Ball and customer.
• Provide technical support to Breweries on root cause analyzes issued by suppliers. packaging manufacturing
• Ability to meet the knowledge, skills, abilities, physical requirements, and working conditions set forth in this position description and on the attached Physical Demands Assessment.

Position Requirement & competencies:

Professional & Education Qualification

• Broad training in a related field usually acquired through college or work-related experience
• Job related experience for 4 year(s) minimum

Skills

• Ability to apply intensive and diversified evaluation, selection, and substantial adaptation and modification of standard customer/equipment techniques, procedures, and criteria.
• Ability to provide management review and control over quality assurance work concerned with the development/modification of products, structures, or processes as part of the quality assurance function(s).
• Ability to negotiate with customers to promote or sell ideas or concepts.
• Ability to effectively create and maintain a teamwork environment.
• Ability to analyze and interpret data to make recommendations.
• Must be able to handle sensitive related and proprietary information in a confidential manner.
• Must maintain professional competence, ethical integrity, knowledge, and skills.
• Performs such individual assignments as management may direct.

Knowledge

• This position regularly requires a high degree of mental effort due to considerable interruptions and/or frequent changes of activity or workloads during a typical working day.
• Working knowledge of the following areas:

• Company policies, procedures, and products
• Quality assurance principles, practices, nomenclature, and procedures
• Generally accepted managerial practices and procedures
  • Business principles, legal practices, customers’ needs and expectations
  • Ball Packaging Operations’ quality standards
  • Statistical process control

• Must follow company policies, procedures, practices, and standards of conduct as outlined in the Ball Corporation manuals