Resolution Manager

Azelis Group; San Nicolás de los Garza; On-site; MXN 600,000 - 900,000; Full time

Job summary

Azelis Group in the US seeks an NCR Process Lead to manage customer complaints and non-conformances. This role drives clarity across departments, ensures compliance with the NCR process, and partners with SHEQ to resolve issues.

Responsibilities include entering NCR details, assigning RGAs, tracking returns, issuing credit memos, and driving quarterly trend reviews. You will collaborate with cross-functional teams and senior management to close NCRs efficiently.

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.

Job description

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• 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 include (but not limited to)

• 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.