Regional Customer Complaint Lead APAC

Purpose

• Lead the complaint handling process for customer complaints for the Regional Vegetables business by:
• Assist in registration of complaints in the Quality Management System.
• Initiating and coordinating actions to gather data for analyses
• Accurate filing of complaint management data in the Quality Management System.
• Coordination of root cause analysis.
• Monitoring the process of complaint settlement
• Support and train local coordinators and stakeholders
• Contribute to overall analysis of customer complaints to support detection of trends and tracking of KPI s
• Actively review the process of complaint handling and report opportunities for improvement.
• Support Legal department in court cases for Regional Vegetables supplied products.
• Support the Global Quality Organization in harmonization and governance of the global complaint handling process.

Accountabilities

• Responsible to handle customer complaints at case level towards root cause analysis and defined improvement actions. Monitor the process of complaint settlement at case level.
• Responsible for actively review the process of complaint handling and report opportunities for improvement.
• Report to functional leads and Regional Commercial Vegetables Leadership team about trends in complaint causes and needs for improvement.
• Lead the preparation of technical defense reports in legal cases in close cooperation with legal department for all products supplied in the Region.
• Represent the company in function related external relations. Provide expertise to external relations being contacted with respect to complaint cases (lawyers, experts, insurance company, insurance expert, etc).
• Create awareness of the Complaint Handling Process by organizing trainings and provide management support towards active complaint handling.

Critical success factors key challenges

• Support continuous quality improvements in Business processes.
• Help Syngenta to be a customer focused reliable and compliant world class supplier of Vegetable seeds
• Effective RCA and provide improvement suggestions for the related department to initiate their improvement plan.
• Be part of the Global Vegetable QM team
• Provide functional support to local SME s related to the process of complaint handling.
• Coach territory/local customer complaint coordinators in process of complaint handling
• Lead and facilitate the process of complaint handling in such a way that complaint cases are fluently solved, and customer satisfaction is maintained
• Maintain compliance with internal and external regulations.

Critical experience

• Average experience in seed operations.
• Ability to work and interact effectively with the regional organizations (R&D, Supply Chain, Marketing & Sales, etc.).