Supply Chain Quality Specialist

Planet Pharma Group; Rotterdam; On-site; EUR 60,000 - 90,000; Full time

Job summary

Planet Pharma is seeking a Service Quality Specialist to join our distribution operations team in the Netherlands. You will manage end-to-end customer complaints, drive RCCA investigations, and coordinate cross-functional actions to improve service delivery across Europe.

In this role you will analyse service quality data, maintain records in SAP, and collaborate with logistics, customer service, and external warehouse partners to enhance operational excellence and customer satisfaction.

Qualifications

• Minimum 3 years’ experience managing RCCA investigations within logistics, supply chain, customer service, or quality environments.
• At least 3 years’ experience in a highly regulated industry such as chemicals, specialty materials, plastics, food ingredients, personal care, or related manufacturing sectors.
• Strong working knowledge of SAP, including complaint management and quality-related transactions.
• Experience analysing operational data using Excel and Minitab.
• Fluent English and Dutch language skills (minimum B2 level).

Responsibilities

• Manage and coordinate the end-to-end customer complaint resolution process
• Lead Root Cause Corrective Action (RCCA) investigations and drive implementation of corrective and preventive actions
• Process and maintain service quality records and complaint-related transactions within SAP
• Analyse service quality data using Excel and Minitab to identify trends and improvement opportunities
• Partner with logistics, customer service, quality, and external distribution providers to improve process performance
• Monitor compliance with service quality standards and operational procedures
• Deliver training and guidance to stakeholders on service quality best practices
• Act as a key point of contact for service quality enquiries and customer issue resolution

Skills

RCCA investigations

Problem solving

Stakeholder management

Cross-functional teamwork

Tools

SAP

Excel

Minitab

Job description

A global manufacturer supplying highly regulated industries is looking for a Supply Chain Quality Specialist to join its distribution operations team in the Netherlands. Based at a major distribution centre, you will play a key role in driving customer satisfaction, resolving service quality issues, and improving logistics performance across international operations.

Working closely with logistics, customer service, quality, and external warehouse partners across Europe, you will own the investigation and resolution of customer complaints, identify root causes, and implement corrective actions that improve service delivery and operational excellence.

The Role

As the Service Quality Specialist, you will be responsible for managing service quality complaints and ensuring the timely resolution of customer-facing issues across logistics and supply chain operations. Typical issues may include incorrect shipments, short shipments, damaged packaging, labelling discrepancies, and other distribution-related concerns.

You will analyse performance data, identify trends, lead Root Cause Corrective Action (RCCA) activities, and work with cross-functional teams to implement sustainable improvements.

Key Responsibilities

• Manage and coordinate the end-to-end customer complaint resolution process
• Lead Root Cause Corrective Action (RCCA) investigations and drive implementation of corrective and preventive actions
• Process and maintain service quality records and complaint-related transactions within SAP
• Analyse service quality data using Excel and Minitab to identify trends and improvement opportunities
• Partner with logistics, customer service, quality, and external distribution providers to improve process performance
• Monitor compliance with service quality standards and operational procedures
• Support continuous improvement initiatives focused on customer satisfaction and operational excellence
• Deliver training and guidance to stakeholders on service quality best practices
• Act as a key point of contact for service quality enquiries and customer issue resolution

Requirements

• Minimum 3 years’ experience managing RCCA investigations within logistics, supply chain, customer service, or quality environments
• At least 3 years’ experience in a highly regulated industry such as chemicals, specialty materials, plastics, food ingredients, personal care, or related manufacturing sectors
• Strong working knowledge of SAP, including complaint management and quality-related transactions
• Experience analysing operational data using Excel and Minitab
• Fluent English and Dutch language skills (minimum B2 level)
• Strong problem-solving abilities and analytical mindset
• Excellent communication and stakeholder management skills
• Proven ability to work cross-functionally and influence improvements across multiple teams
• Previous experience supporting distribution centres, warehousing operations, or third-party logistics providers