NCR & Customer Experience Lead

Azelis Group; Nuevo León; On-site; MXN 1,477,000 - 2,216,000; Full time

Job summary

Azelis Group is seeking a dedicated professional to own and drive the customer complaint and non-conformance (NCR) program in the US from our Mexico-based operations. The role requires coordinating across SHEQ, Product Development, and suppliers to ensure swift resolution of NCRs and effective corrective actions.

The successful candidate will monitor the NCR lifecycle, enter data into reporting tools, and lead efforts to close backlog while maintaining clear communication with customers and

Responsibilities

• Lead and manage customer complaints process and non-conformances for Azelis US.
• Ensure customer complaints and non-conformances are resolved.
• Owns Azelis US customer complaint process, including ensuring clarity across departments, compliance with process, and improvements.
• Partners with SHEQ Assurance and is the main Azelis US contact for NCR resolution.
• Enter NCR detail into Azelis Americas reporting tool and ensure all information is correctly completed in reporting tool including attachments.
• Assign RGAs for approved product returns.
• Monitor and communicate next steps to necessary parties; engaging leadership when necessary.
• Assist department leads in investigating root cause and implementing corrective actions, excluding product quality investigations.
• Escalate product quality complaints with Product Development Managers and Suppliers as needed with SHEQ regulatory team.
• Track returns to the warehouse.
• Issue credit memos when relevant and approved by senior management.
• Hold Azelis organization and responsible individuals accountable for the NCR process and follow up on open NCRs.
• Reduce the NCR backlog monthly; close more NCRs than opened.
• Partner with departments & SHEQ to deliver timely closure of NCRs.
• Manage final communication of corrective actions to customers and/or suppliers.
• Participate with SHEQ in quarterly Senior Management review of trends.
• Improve accountability across NCR departments by developing and implementing NCR reviews.

Job description

Azelis Group is seeking a dedicated professional to own and drive the customer complaint and non-conformance (NCR) program in the US from our Mexico-based operations. The role requires coordinating across SHEQ, Product Development, and suppliers to ensure swift resolution of NCRs and effective corrective actions.

The successful candidate will monitor the NCR lifecycle, enter data into reporting tools, and lead efforts to close backlog while maintaining clear communication with customers and