Customer Complaint Manager

Did you know that you already know us Almost every second tablet which is on the market contains our products.

We are on a pursuit of excipient excellence through which we want to help people live healthier lives. Over time we have developed from a pioneer organisation into a global one with currently over 400 employees. This demands great entrepreneurial power and leadership in everything we do.

We are looking for people who take ownership are not afraid for accountability deliver and who dare to make mistakes and learn from them. Working at DFE Pharma means having the freedom to act the craving to take responsibility developing your skills and working within a motivated crossfunctional team in an international playing field.

Did you know that quality is the most important reason that our pharmaceutical customers are doing business with us. Thats why we always strive to provide the highest quality excipients and the best service to our customers. Complaint management is an essential element of this as it helps us to ensure customer satisfaction and identifies areas of improvement for our products and services. We are looking for a complaint manager that can bring our complaint management to the next level optimize the processes and implement structural improvements. Are you a person that can turns negative customer experience in a positive one by promptly responding and addressing the customer specific issue by bring complaint management to the next level it is your turn to join! Do you want to be part of the team that that support our pharmaceutical customers worldwide with the best possible products and services

Tasks

• By the investigation team root cause analysis is performed and CAPAs are defined and reported and the complaint is closed in time and in full
• Further optimizing the complaints process
• Driving digitalization and automation reducing manual activities
• Performance management by analysing complaint KPIs and verify effectiveness of CAPAs
• Initiating and implementing structural quality improvements to further improve the products services or customer experience
• Reporting on complaints in annual complaint review report and management review
• Responding to customer related questionnaires and questions related to quality of our products and services
• Acting as a Business Partner for Sales department
• General support of the Customer QA & ESG Director

Requirements

• Relevant bachelor degree with at least 58 years of work experience preferably in QA
• Preferably experienced in pharmaceutical industry excipient manufacturing or in a highly regulated food market.
• Good stakeholder management
• Assertive analytical ability to influence result oriented
• Affinity with IT systems and tooling e.g. SAP Salesforce PowerBI
• Experience with continuous improvement initiatives and automatization/digitalization projects
• Strategic KPIbased and customeroriented thinking
• Good prioritization and organisational skills
• Strong communicator that understands the customer needs
• Pragmatic problem solver that understands QA requirements and compliance
• Brings Customer QA to the next level (digital standards high level services)
• Outstanding verbal and written communication in English (German or Dutch are nice to have but not mandatory)

Benefits

• International working environment
• Continuous learning and development opportunity
• Excellent remuneration package
• A flat organisation structure with short communication lines
• Hybrid way of working (Home office and office combination)
• 1 day per year paid day off for voluntary work

Team Details

• You will work in the Global Customer QA team together with 5 colleagues.
• The team is part of the Quality department consisting of 50 employees globally.
• You will report to the Director Customer QA & ESG
• You will work closely with the investigation teams at our sites and contract manufacturing organisations

Where will you be working

• The vacancy is located in Goch (Germany) which is close to Nijmegen (The Netherlands) and Dsseldorf (Germany)
• Home Office for 2 days a week is possible