Job Description: Material (Leather) Senior Consultant/Inspector
Position Overview
The Material (Leather) Senior Consultant/Inspector is responsible for managing aftersales services related to leather claims and customer complaints. This role acts as the primary point of contact between customers and internal departments (Production, TCC), ensuring timely issue resolution, technical support, and continuous improvement in customer satisfaction.
Key Responsibilities
- Claims Management
- Receive, log, and acknowledge customer complaints or claims related to leather defects, quality deviations, and delivery issues.
- Evaluate the validity of claims in coordination with Quality and Production teams.
- Request and review supporting evidence (e.g., photos, defect reports, samples).
- Ensure fair, transparent, and timely resolution of claims.
- Serve as the main point of contact for aftersales issues and claim followups.
- Communicate investigation outcomes, corrective actions, and updates clearly to customers.
- Provide professional and proactive customer communication, including technical guidance where needed.
- Internal Coordination
- Collaborate closely with Production and TCC teams to investigate root causes of complaints.
- Provide customer feedback to support product consistency and reduce recurring issues.
- Assist in preparing internal reports, metrics, and analyses related to claims and service quality.
- Documentation & Reporting
- Maintain an organized database of all customer complaints, resolutions, lead times, and statuses.
- Analyze claim trends and recommend preventive or corrective actions.
- Prepare weekly and monthly customer service and claims reports for management review.
Qualifications
- Bachelor's degree in Leather Technology, Quality, Business, or a related field.
- Minimum 7 years of experience in customer service, QA, or technical support roles within the leather industry.
- Strong knowledge of leather types, defects, grading, and quality standards.
- Experience in claims handling and aftersales service support.
Skills & Competencies
- Strong technical understanding of leather production, defect identification, and grading.
- Knowledge of cutting layouts, yield optimization, and defect placement (advantageous).
- Excellent communication and interpersonal skills.
- Ability to manage conflict professionally and handle dissatisfied customers tactfully.
- Strong analytical and problemsolving capability.
- High attention to detail with strong documentation and followup skills.
- Proficiency in Microsoft Office applications.
