Job Details

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The Customer Liaison serves as the primary interface between customers and the manufacturing organization, ensuring customer requirements are clearly communicated, understood, and executed across operations, quality, planning, engineering, and supply chain functions. This position is responsible for managing customer communications, resolving issues, coordinating corrective actions, and driving customer satisfaction through operational excellence and proactive relationship management.

KEY RESPONSIBILITIES

Customer Interface & Relationship Management

• Serve as point of contact for DTNA
• Understand customer requirements and communicate them effectively to internal teams.
• Facilitate regular customer quality review meetings, scorecards, and performance updates
• Maintain and grow relationships with customer supplier quality engineers (SQEs) and quality leadership
• Proactively identify opportunities to improve customer satisfaction

Complaint Management & Problem Resolution

• Work with CVG Manager for Complaint Management Process.
• Support 8D, 5-Why, Fishbone, and Is/Is Not analysis for customer-reported nonconformances
• Coordinate cross-functional teams including Engineering, Production, and Supply Chain to resolve quality Issues.
• Ensure corrective actions are validated, sustained, and documented to prevent recurrence at the customer location.

Quality Systems & Compliance

• Monitor and report on key quality metrics: PPM, warranty returns, customer scorecards, from the customer portals to the CVG operations.
• Support PPAP submissions, APQP milestone reviews, and customer-specific qualification requirements.

Onsite Manufacturing Support

• Partner with DTNA & CVG to identify and contain in-process quality issues as needed.
• Support new product launches with special focus on customer-identified critical and significant characteristics
• Assist in gauge R&R studies, measurement system analysis, and capability studies (Cpk/Ppk) as needed
• Production & Delivery Support
• Collaborate with Production Planning and Supply Chain teams to monitor customer order fulfillment.
• Track delivery performance and proactively communicate risks to customers.
• Coordinate recovery plans for missed shipments, production disruptions, or supply shortages.
• Ensure changes in customer demand are reflected in production plans and operational priorities.
• Program & Change Management
• Support the launch of new products, engineering changes, and customer-driven initiatives.
• Coordinate implementation of customer requirements across manufacturing operations.
• Ensure documentation, specifications, and communication requirements are accurately managed.
• Act as a key stakeholder during new customer or product introductions.
• Performance Monitoring & Continuous Improvement
• Track customer performance metrics, including:
• On-Time Delivery (OTD)
• Customer Complaint Rate
• Parts Per Million (PPM) Defects
• Corrective Action Closure Timeliness
• Customer Satisfaction Ratings
• Analyze trends and identify opportunities for process improvement.
• Support continuous improvement initiatives that enhance customer experience and operational performance.

Reporting & Documentation

• Prepare and deliver weekly/monthly quality reports for CVG Manager & DTNA
• Maintain accurate records in the quality management system (QMS) and customer-specific portals
• Track open corrective action items to closure with documented evidence

REQUIRED QUALIFICATIONS

• Bachelor's degree in Engineering, Manufacturing, Quality Management, or related technical field; equivalent experience considered
• 3+ years of quality engineering or quality liaison experience in a Tier 1 or Tier 2 automotive/commercial vehicle manufacturing environment, equivalent customer interface experience considered
• Proven ability to read and interpret engineering drawings, GD&T, and component specifications
• Strong data analysis skills; proficient in Excel, Minitab, or equivalent statistical tools
• Excellent written and verbal communication skills with demonstrated experience in customer-facing roles

PREFERRED QUALIFICATIONS

• Experience supporting OEM customers such as PACCAR, Daimler Trucks, Navistar, or Volvo/Mack
• ASQ Certified Quality Engineer (CQE) or Six Sigma Green/Black Belt
• Hands-on experience with 8D, APQP, PPAP, FMEA, control plans, and MSA
• Familiarity with commercial vehicle seating, chassis, cab, or structural component manufacturing
• Experience with Lean Manufacturing tools: VSM, kaizen, 5S, OEE, takt time
• Bilingual English/Spanish a plus for facilities with US-Mexico operations

CVG IS AN EQUAL OPPORTUNITY EMPLOYER

Commercial Vehicle Group, Inc (CVG) is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or protected veteran status.

Visa Sponsorship

At this time, we are not providing sponsorship for this role. Applicants must be authorized to work in the country of the job posting location on a full-time basis.

No Unauthorized Referrals from Recruiters & Vendors

Please note that Commercial Vehicle Group, Inc (CVG) and any of its affiliated companies does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to CVG will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before any resume or offer is received.

Career Scam Disclaimer

Commercial Vehicle Group (CVG) makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by CVG. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact CVG through CVG's website to verify the authenticity of any employment opportunities.