Regional Service Quality Lead - Customer Complaints & RCCA

Momentive; Bergen op Zoom; On-site; EUR 50,600 - 74,140; Full time

Benefits offered by this job

Competitive pay

Total rewards

Career development

Inclusive culture

Job summary

Momentive is seeking a Regional Service Quality Specialist – CS / Logistic to own the local Customer Complaint Resolution Process for service quality matters, including handling failures like damaged packaging, wrong shipments, or label issues. You will analyze data, drive process improvements, coordinate with internal and external functions, and ensure compliance with service quality standards.

English fluency and strong communication are essential.

Qualifications

• 3-5 years of experience in logistics or daily customer service.
• Fluent in English.
• Strong communication style that builds relationships and positively impacts outcomes and decisions.
• Proven ability to teach, train and motivate others in the organization.
• Problem-solving skills and data analysis using Excel and Minitab.
• Ability to note trends in data and identify improvements options to ensure customer satisfaction.
• Proven strong customer advocate and SAP knowledge.
• Good communication and interpersonal skills.

Responsibilities

• Execute Momentive Global Quality Strategy for customer-facing objectives.
• Collaborate with business and functional teams to improve process execution against service quality standards.
• Handle customer complaints and quality-related inquiries to ensure a Focus on the Customer Culture across all functions.
• Responsible for RCCA and SAP transactions associated with service quality complaints.
• Follow up on compliance of day to day processes with service quality standards.

Skills

Logistics experience

English fluency

Communication skills

Training & mentoring

Problem solving

Data analysis

SAP knowledge

Six Sigma

Silicone knowledge

Tools

Excel

Minitab

SAP

Job description

Momentive is seeking a Regional Service Quality Specialist – CS / Logistic to own the local Customer Complaint Resolution Process for service quality matters, including handling failures like damaged packaging, wrong shipments, or label issues. You will analyze data, drive process improvements, coordinate with internal and external functions, and ensure compliance with service quality standards.

English fluency and strong communication are essential.