Customer Service Quality Specialist

SIG Combibloc Group Ltd; Santiago de Querétaro; Híbrido; MXN 391.000 - 614.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Partial work from home

Training and coaching opportunities

Descripción de la vacante

SIG Combibloc Group Ltd in Querétaro, Mexico, seeks a Customer Service Quality professional to assist with non-conformities (RNC) and monitor quality indicators for informed management decisions.

You will conduct root cause analysis with cross-functional teams, manage returns and credit notes, and drive continuous improvement with data and customer feedback.

Formación

• 3–5 years of experience in Customer Service Quality.
• Higher Education degree in Engineering (Chemical, Food, Production), or Industrial Engineering.
• Proficient in Microsoft Office (Advanced) and SAP (Intermediate).
• Knowledge of ISO/BRC GS/FDA standards.
• Lean Management (basic) and Food Safety Management knowledge.

Responsabilidades

• Assist and support customers in management of non-conformities (RNC) identified in the factory and process area.
• Monitor and control quality performance indicators for customers and provide reliable information for management decisions.
• Conduct customer satisfaction surveys and drive continuous improvement with actions and data.
• Validate handling of non-conformities using quality tools with multidisciplinary teams to prevent recurrence.
• Oversee returns flow and generation of credit notes per SIG protocols.
• Support the Quality Maintenance modules following SIG Excellence System guidelines.
• Act proactively to minimize environmental impact and comply with SIG environmental policy.
• Adhere to GMP rules to ensure safe packaging and proper quality procedures.

Conocimientos

Microsoft Office

Quality Tools

SAP

Lean Management

Food Safety Management

Problem Solving Analysis

ISO/BRC GS/FDA

Educación

Engineering degree

Herramientas

SAP

Descripción del empleo

• Assist and support customers in management of non-conformities (RNC) identified in clients directly related to the factory (QA) and the process area (QE), according to the SIG ICCM process
• Monitor and control Quality performance indicators related to customers and generate highly reliable information for decision making by management.
• Conduct a satisfaction survey of internal and external customers and carry out actions aimed at continuous improvement of the customer service process, as well as presenting results, improvements and data, with the aim of strengthening relationships with customers and increasing the level of satisfaction (NPS).
• Validate the handling of customer non-conformities, using available quality tools, working with multidisciplinary teams for root cause analysis, to avoid recurrence of occurrences in the process.
• Carry out the correct flow of return processes and generation of credit notes, following the SIG protocols.
• Support the implementation of the modules of the Quality Maintenance pillar, following the premises of the SIG Excellence System.
• Act proactively and sustainably, aiming to be aware of the environmental impacts arising from the activity and seeking to minimize them, as well as being committed to the environmental policy established by the company to ensure compliance with the SIG standards.
• Comply with and work in accordance with Good Manufacturing Practice rules to ensure the production of safe packaging for customers and consumers, as well as correctly perform all quality procedures under their responsibility to ensure compliance with SIG standards.

You bring these skills, experience & education

• Microsoft Office Advanced
• Quality Tools
• SAP intermediate
• Lean Management basic
• Food Satefy Management
• Problem Solving Analysis Advanced
• ISO/BRC GS/FDA Intermediate

Vocational Experience in years

• 3 - 5 years in Customer Service Quality

Education

• Higher Education degree in Engineering (Chemical, Food, Production), Chemical and / or Industrial Engineering.

We are looking for people who are willing to consistently achieve results, even under tough circumstances, employees who create a climate where everyone is motivated to do their best to help the organization achieve its objectives. If you actively seek new ways to grow and be challenged, if you develop people to meet both their career goals and the organization's goals, SIG is the place for you. To deliver better for our customers, our future colleagues build strong customer relationships and deliver customer-centric solutions. Finally, we are looking for colleagues who build partnerships and work collaboratively with others to meet shared objectives. Are you someone who applies knowledge of business and the marketplace to advance the organization's goals? Are you someone who can create new and better ways for the organization to be successful?

SIG is the place for you to build something incredible.

We think of ourselves as the career launchpad - a place to develop yourself fast with real work, real experience, real opportunities to build skills.

• We offer competitive compensation and an opportunity to partially work from home.
• You will be part of a highly motivated and dynamic team, you will have personal development opportunities, trainings and coaching opportunities from senior team members.

If you show skill and willingness to learn, we'll back you all the way.

About SIG

SIG is a leading provider of packaging systems and solutions for better. We work in partnership with our customers to bring food products to consumers around the world in a safe, sustainable, and affordable way. We are the only packaging system supplier covering carton, pouch, and bag-in-box. Our versatile technology and product innovation capacity enable us to deliver better for customers, for consumers, and for the world. Sustainability guides us, technology empowers us, but it's the passion and drive of our people that truly enable us to deliver better. Founded in 1853, SIG is headquartered in Neuhausen, Switzerland, and listed at the SIX Swiss Exchange.