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.