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Regional Customer Complaint Lead APAC

Regional Customer Complaint Lead APAC

ConfidentialHyderabad / Secunderabad, Telangana
21 days ago
Job description

Purpose

  • Lead the complaint handling process for customer complaints for the Regional Vegetables business by :
  • Assist in registration of complaints in the Quality Management System.
  • Initiating and coordinating actions to gather data for analyses
  • Accurate filing of complaint management data in the Quality Management System.
  • Coordination of root cause analysis.
  • Monitoring the process of complaint settlement
  • Support and train local coordinators and stakeholders
  • Contribute to overall analysis of customer complaints to support detection of trends and tracking of KPI s
  • Actively review the process of complaint handling and report opportunities for improvement.
  • Support Legal department in court cases for Regional Vegetables supplied products.
  • Support the Global Quality Organization in harmonization and governance of the global complaint handling process.

Accountabilities

  • Responsible to handle customer complaints at case level towards root cause analysis and defined improvement actions. Monitor the process of complaint settlement at case level.
  • Responsible for actively review the process of complaint handling and report opportunities for improvement.
  • Report to functional leads and Regional Commercial Vegetables Leadership team about trends in complaint causes and needs for improvement.
  • Lead the preparation of technical defense reports in legal cases in close cooperation with legal department for all products supplied in the Region.
  • Represent the company in function related external relations. Provide expertise to external relations being contacted with respect to complaint cases (lawyers, experts, insurance company, insurance expert, etc).
  • Create awareness of the Complaint Handling Process by organizing trainings and provide management support towards active complaint handling.
  • Critical success factors key challenges

  • Support continuous quality improvements in Business processes.
  • Help Syngenta to be a customer focused reliable and compliant world class supplier of Vegetable seeds
  • Effective RCA and provide improvement suggestions for the related department to initiate their improvement plan.
  • Be part of the Global Vegetable QM team
  • Provide functional support to local SME s related to the process of complaint handling.
  • Coach territory / local customer complaint coordinators in process of complaint handling
  • Lead and facilitate the process of complaint handling in such a way that complaint cases are fluently solved, and customer satisfaction is maintained
  • Maintain compliance with internal and external regulations.
  • Critical experience

  • Average experience in seed operations.
  • Ability to work and interact effectively with the regional organizations (R&D, Supply Chain, Marketing & Sales, etc.).
  • Skills Required

    Rca, Supply Chain, Sap, Complaint Handling, Process Orientation

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    Regional Lead • Hyderabad / Secunderabad, Telangana

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