Consumer Complaint Handler

We are working with a leading international personal hygiene group in the baby care, feminine hygiene, and adult care markets for consumers, retailers, institutional and private health care providers in over 15 countries. The company has dozens of facilities and brands, with Billions in annual revenue. The company is rapidly expanding and offers a competitive base salary, bonus, and benefits including relocation assistance for qualified candidates.

The company has a need for a Consumer Complaint Handler (Quality) located north of Winston-Salem and Greensboro, NC and will report to the Site Quality Manager in their new facility.

Summary/Tasks

  • Ensures the complaints reported from the markets are handled in an effective and timely manner with in the plant
  • Ensure trends in complaint reported are recognized and action are taken to mitigate
  • Handle the complaints by analyzing the issue, setting up the needed actions with the plant teams to remediate and avoid re-occurrence
  • Drive the plant teams to ensure actions are being addressed and follow up effective and timely implementation
  • Report back to the sales community in an effective and timely manner to allow customer/consumer feedback to be given
  • First level of screening for reportable events and define action with the Regulatory responsible for the involved market/ product
  • Define and report trends within the complaint and set up action plans (long & mid-term)
  • Ensure reporting on complaints to plant, divisional and group teams is timely and adequate
  • Follow up on all complaints reported for the sites in line with all regulatory requirements from all markets delivered (specifically medical device regulations in all countries delivered) and general company guidelines
  • Communication with sales representatives in relation to customer complaints
  • Registrations of complaints investigation and answers are done in compliance with market and regulatory requirement
  • Work with the teams to identify the reason for the complaint and the root causes of the complaint as well as tracking the complaints in the database
  • Follow up trends within customer and consumer complaints and drive set up action plans to remediate and pro-actively improve quality performance of the plant
  • Set up adequate and timely reporting of complaints reported for the site and report to Plant Management
  • Prepare adequate and timely reporting of complaints trends for to be used for Cluster and Group trend reporting
  • Multifunctional business relations with:
    • Supply chain, technical, production and quality department in the plant
    • Sales department in all business units delivered from the plant
    • Group Regulatory responsible for Medical Devices

Requirements:

  • 3+ years in operational quality functions within a production site or sales team
  • Bachelor level in an admin, technical, scientific subject or equal by experience
  • Fluent in English, any other language is considered as an asset
  • Knowledge of Microsoft Word, Excel and Access is basic; knowledge of statistical programs is a plus
  • Knowledge of the produced products and the production flow is an asset, but not a must
  • Knowledge of root cause analysis techniques
  • Basic knowledge of Quality Management systems and PCDA cycle

All Candidates must be able to provide work related references.

To apply for this job email your details to resumes@rushandcompany.com

Rush & Company is a full service Executive Search Firm that specializes in the Soft Goods industry.

Included in this industry are the apparel, home furnishings and industrial markets. We work in the fiber, fabric and fashion industry with clients and candidates located all over the world.

All candidates must be able to provide work related references.

If you're a candidate and would like to submit your confidential resume, please use resumes@rushandcompany.com. We will contact you if your qualifications match any of our current job searches.