Quality Customer Complaint Coordinator

At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you're up for challenging the status quo, join our team of pioneers and make your mark on the future with us.

Do you dare to make an impact?

YOUR ROLE

• To identify and get the required resources to ensure that complaints are managed in a timely manner according to agreed requirements (KPI’s).
• To ensure that complaints are fully documented and updated in CCMS as required (i.e. put correct coding, enter claim costs…) throughout the process.
• To assess the need, and ensure implementation of containment/initial actions.
• To ensure that investigation(s) and root cause analysis is (are) properly done using appropriate problem-solving techniques (A3 and 8D), and adequately documented in CCMS.
• To review and approve the investigation results.
• To ensure that corrective and preventive actions are put in place as needed.
• To ensure that 8D and/or customer specific reports are generated, reviewed and approved.
• To ensure the appropriate communication with the customer, if required.
• To assign credit/debit/RMA tasks as needed based on the investigation findings, and after necessary approvals.
• To ensure all of the tasks are closed in a timely fashion.
• To decide if complaints can be closed and to ensure that complaints are closed in CCMS.
• To reassign complaints to other Coordinators if complaints were incorrectly assigned.
• To ensure that awareness is created when incorrect entries are made by Authors and/or Processors where needed.
• To validate if complaints have to be marked as critical complaints and escalate according to the Critical Customer Complaint Policy.
• To escalate critical issues as required.
• To keep all stakeholders up to date on the interim and final complaint results as needed.
• To evaluate if valid complaints are repeat complaints (this responsibility can be shared with the Processor).
• Prepare weekly CCMS tracker to help reducing customer complaints Processing Time and Closing Time
• Prepare customer complaints breakdown and analyze the data to recommend A3 projects to reduce CCMS as per Henkel KPIs.
• To assist in the generation of COAs as per the request of customers and affiliates.

YOUR SKILLS

• Bachelor’s Degree in a technical field
• Strong computer skills and ability to work with SAP
• Detail oriented, excellent data analysis, communication skills, and interpersonal skills
• 5-10 years’ experience with Quality systems, customer and supplier requirements, or equivalent
• The Coordinator will have to evaluate and decide if all the requirements of a complaint have been met, in accordance with provided guidelines, and the complaint can be closed.

Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral. At Henkel's request only, preferred vendors may be invited to refer talent for specific open positions. In these cases, a fully-executed agreement with Henkel must be in place and current.

All employees applying for an internal position must have a discussion with his/her manager about their interest in a job posting opportunity. The discussion will not preclude the employee from interviewing if their skills meet the job requirements.

Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity and expression, and other legally protected characteristics.