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;
- Analyse 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 base to foster a Customer-centric mindset within the company;
- Prepare Customer Satisfaction Survey and analysing 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 to business trips is required.