Customer Improvement Manager
Customer Improvement Manager
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
شارك هذه الوظيفة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
الوصف الوظيفي
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!
Tasks
- Coordinating customer complaints by ensuring complaints are properly investigated 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.
- Assertive analytical ability to influence result oriented
- Affinity with IT systems and tooling e.g. SAP Salesforce PowerBI
- Strong communicator that understands the customer needs
- 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)
- One 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 3 days a week is possible
نوع التوظيف
دوام كامل
