Customer Relations / Document Control Officer

GRANITE INDUSTRIAL CORPORATION

Is currently looking for:

CUSTOMER RELATIONS / DOCUMENT CONTROL OFFICER

Duties and Responsibilities:

As a DCO, the position serves as the absolute custodian of the company’s intellectual and operational property, enforcing version control on technical blueprints, SOPs, and quality records to guarantee the organization remains 100% audit ready.

Systems/Applications Used: Zendesk, Shared Document Drives, Transmittal Tracking Sheets

• Intake & Documentation: Receives and logs all incoming customer complaints via the Zendesk application, thoroughly documenting specific product issues and client concerns.
• Repair Coordination & Scheduling: Schedules technical assessments and repair interventions. Coordinates directly with the Sales and Technical/Site teams to deploy personnel.
• Cross-Functional Tracking: Tracks repair progress with Production, verifies initial purchase details with Customer Service Representatives (CSR), obtains client data from Sales, and coordinates with Logistics for item pull-outs or replacements.
• Resolution Assurance: Follows up on unresolved issues until fully resolved, securing formal customer confirmation of satisfaction before closing the complaint ticket.
• Data Consolidation: Regularly consolidates and summarizes customer complaints into quality reports to help plant management identify recurring manufacturing or material defects.

• Data Encoding: Encodes and monitors all daily delivery and transit transactions to maintain accurate logistical records.
• Condition Verification: Coordinates with the dispatcher to confirm that clients have been proactively contacted regarding the arrival condition of their units (Good order vs. Damaged on arrival).
• Delivery Plan Auditing: Continuously monitors the active daily delivery plan to verify which units have successfully dispatched and which remain pending at the loading bay.

• Version & Revision Control: Manages, tracks, and secures all company standard operating procedures (SOPs), technical specifications, and manufacturing blueprints. Ensures outdated drawings are immediately recalled from the factory floor to prevent fabrication errors.
• Archiving & Retrieval: Maintains a highly organized, secure digital and physical filing matrix for instantaneous document retrieval during operations and corporate audits.
• Distribution Tracking: Controls the flow of outbound information. Logs and tracks all issued documents using formal Transmittal Forms to maintain unassailable proof of receipt by internal departments, regional hubs, or field clients.
• Compliance Support: Organizes and protects all plant quality records, structural test reports, and regulatory compliance certificates.

Educational Requirement:

• Graduate of any 4-year course