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COMPLAINT MANAGEMENT SPECIALIST

Vaiano Cremasco – Italy

The ideal candidate will be responsible to manage all customer complaints according to company procedures.
Reporting to the Quality Control Manager he/she will be accountable for the following:

  • To be the unique point of contact for customers both internal and external for complaint management
  • To be responsible to carry out root cause investigations, CAPA plans and follow up for any open complaint
  • To be responsible for registration and updating of all quality KPIs referred to complaints
  • To be responsible for data reporting about complaints and KPIs setting
  • To manage the day-to-day activities related to complaint management
  • To coordinate the company functions involved to manage each complaint to achieve customer’s satisfaction
  • To build a good relationship with customers to provide right answer/solution to customer’s request in the right time  
  • To attend meetings with customers and internal meetings to manage and coordinate the  complaint status and progress
  • To be able to manage internal and external relationships while coordinating the complaint process
  • To have a deep knowledge of products to able to identify if the complaint has grounded reasons to be handled or not   
  • To visit occasionally customers supporting the QC Manager or Key Account Manager

Skills required:

  • High School Diploma as a minimum. Degree in any discipline, preferably Technical or Scientific
  • Fluent in English is an essential requisite, French or another foreign language are a plus
  • Two-three year experience in cosmetic or multinational manufacturing companies in the same role
  • IT knowledge: Very good knowledge of the Office package
  • Good interpersonal relationship and teamwork
  • Good communication and ability to synthesize
  • Effective workload planning, respect of deadlines, ability to define priorities and manage stress
  • Proactivity, precision and attention to details/numbers
  • Self-motivation and great sense of responsibility and confidentiality, personal ethics, tact and diplomacy
Availability to travel occasionally in Italy and abroad