Resolution Manager

Azelis Holding S.A.; General Escobedo; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Azelis Americas is a leading global innovation service provider in the specialty chemical and food ingredients industry, with a broad international footprint and extensive customer base. The role focuses on leading the customer complaints and NCR lifecycle to ensure timely resolution, continuous improvement, and robust governance across the Azelis US organization.

As part of the US Customer Experience team, you will coordinate with SHEQ, Product Development and suppliers to investigate root

Responsabilidades

• 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 making improvements, as necessary.
• 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 required attachments and/or other documentation.
• Assign RGAs for approved product returns.
• Monitor and communicate next steps to necessary parties; engaging leadership, when necessary, to drive accountability.
• Partners and assists, when necessary, department leads (or Managers) in investigating, providing root cause, and implementing corrective actions, excluding product quality investigations.
• When necessary, partners and assists SHEQ regulatory team in escalating product quality complaints with Product Development Managers and Suppliers.
• Track returns to the warehouse.
• Issuing credit memos, when relevant and approved by senior management.
• Hold Azelis organization and responsible individuals accountable for the NCR process, including making sure all necessary steps are completed, and initiate follow-up on open NCRs to appropriate departments.
• Reduce the Azelis US NCR backlog monthly; systematically closing more NCRs than are opened, to get the overall open NCRs across Azelis to an acceptable level.
• Partner with departments & SHEQ to deliver adequate, timely closure of NCRs.
• Manage final communication of corrective actions (resolution) to customers and/or suppliers, as necessary.
• Participate with SHEQ in quarterly Senior Management review of trends.
• Improve accountability across NCR departments; identify, develop, and implement business level NCR reviews to aid in NCR closure and continuous process improvement.

Descripción del empleo

Essential Duties 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 making improvements, as necessary.
• 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 required attachments and/or other documentation.
• Assign RGAs for approved product returns.
• Monitor and communicate next steps to necessary parties; engaging leadership, when necessary, to drive accountability.
• Partners and assists, when necessary, department leads (or Managers) in investigating, providing root cause, and implementing corrective actions, excluding product quality investigations.
• When necessary, partners and assists SHEQ regulatory team in escalating product quality complaints with Product Development Managers and Suppliers.
• Track returns to the warehouse.
• Issuing credit memos, when relevant and approved by senior management.
• Hold Azelis organization and responsible individuals accountable for the NCR process, including making sure all necessary steps are completed, and initiate follow-up on open NCRs to appropriate departments.
• Reduce the Azelis US NCR backlog monthly; systematically closing more NCRs than are opened, to get the overall open NCRs across Azelis to an acceptable level.
• Partner with departments & SHEQ to deliver adequate, timely closure of NCRs.
• Manage final communication of corrective actions (resolution) to customers and/or suppliers, as necessary.
• Participate with SHEQ in quarterly Senior Management review of trends.
• Improve accountability across NCR departments; identify, develop, and implement business level NCR reviews to aid in NCR closure and continuous process improvement.

Other Responsibilities

• Understand and adhere to/follow the department procedures and policies
• Adhere to and support the principles of Responsible Distribution™ and ISO.
• Support cross-functional, operational issues or projects which need to be “resolved” and any other responsibilities as assigned by VP, US Customer Experience.

Azelis is a leading global innovation service provider in the specialty chemical and food ingredients industry, present in 63 countries across the globe with over 3,800 employees. Our knowledgeable teams of industry, market and technical experts are each dedicated to a specific market within Life Sciences and Industrial Chemicals. We offer a lateral value chain of complementary products to more than 59,000 customers, supported by +2,700 principal relationships, creating a turnover of €4.1 billion (2022). Azelis Group NV is listed on Euronext Brussels under ticker AZE. Across our extensive network of more than 60 application laboratories, our award-winning staff help develop formulations and provide technical guidance throughout the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated, and unique digital service to local customers and attractive -business opportunities to principals.

Top industry-rated by Sustainalytics, Azelis is a leader in sustainability. We believe in building and nurturing solid, honest and transparent relationships with our people and partners. Impact through ideas. Innovation through formulation.

Azelis Americas is an equal opportunity workplace.

Individuals seeking employment are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

You can view the EEOC Know Your Rights poster here.

Azelis Americas’ U.S. entities participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Azelis is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Azelis Americas is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at [e-mail].