Complaint Response Coordinator

W. R. Grace; Poznań; On-site; PLN 45,000 - 65,000; Full time

Benefits offered by this job

Premium Medical Insurance

Life Insurance

Glasses reimbursement

Sports Card

Language courses

Job summary

Grace, a Standard Industries company, seeks a Complaint Response Coordinator to implement and train defined Customer Relationship Management processes for handling customer complaints across Europe. The role interfaces with Customer Service, Sales, Technical Service, Product Management, Production Plants, Forwarding and Logistics.

The candidate will manage intake, classification, prioritization, and 8D reports; support Enablon users; monitor KPIs; and coordinate with the global helpdesk to

Qualifications

• Bachelor's or higher in chemistry, chemical technology, or related field.
• Technical or chemical background.
• Fluent in written and spoken English.
• High affinity for systems, data quality and KPI-based monitoring.
• Strong communication with internal/external stakeholders in an international setup.
• Independent and proactive approach; strong team player.
• Good knowledge of MS-Office.

Responsibilities

• Complying with safety regulations and training staff.
• Complaint database coordinator for Europe, processing all complaints.
• Structured intake, classification and prioritization of complaints.
• Support system users and coordinate with global helpdesk.
• Monitor open complaints, send reminders and escalate for closure.
• Coordinate investigations and 8D reports when needed.
• Coordinate returned material process (RMA) and credit requests.
• Lead biannual complaint reviews for Europe.
• Provide weekly complaint metrics for TeamGuru dashboards.
• Own SOP and work instructions for complaint handling.
• Provide Enablon training for Europe-based users.
• Take on additional tasks and support standardization initiatives.

Skills

Fluent English

KPI monitoring

Data quality

MS Office

Communication skills

Independent & proactive

Team player

Technical background

Education

Bachelor's degree in chemistry/chemical engineering or related field

Tools

Enablon

Job description

Requisition ID: 25108

Grace, a Standard Industries company, is a leading global supplier of catalysts, engineered materials and fine chemicals. We provide innovative products, technologies and services which our customers use to manufacture everyday products like renewable fuels, pharmaceuticals, toothpaste, cosmetics, food packaging, beer, edible oils and more. Our thousands of employees help shape a better future at our global headquarters in Columbia, MD and locations worldwide.

Job Description

The Complaint Response Coordinator has responsibility to implement and train defined Customer Relationship Management business processes concerning customer complaint handling in line with the GRACE Charter, assuring interface with Customer Service, Sales, Technical Service, Product Management, Production Plants, Forwarding and Logistics for all Businesses within Grace Europe.

Responsibilities

• Complying with all internal and external safety regulations pertaining to environmental protection and occupational & traffic safety according to the GRACE EHS system and ensuring that the staff assigned to the executives receive up-to-date training; directly pointing out and stopping identified mistakes or wrong behavior.
• Response Coordinator for the Customer Complaint Database (Enablon) responsible for Europe (MT, PCS), processing all type of complaints (including import and intercompany complaints) for all Businesses.
• Structured intake, classification and prioritization of all complaints based on defined categories and workflows
• Support for the users of the system. Coordination Point for solving issues in Europe in cooperation with the global helpdesk
• Monitoring of open complaints, sending reminders and escalation for closure of complaints.
• Assignment of additional investigators if needed for the investigation. If necessary, call for meetings and moderation of teams for investigation, root cause analyses and corrective actions.
• Coordination and completion of 8D reports if necessary.
• Coordination of the returned material process (RMA) for complaints and coordination of credit requests .
• KPI – based reviews to ensure sustainable improvements
• Leading half yearly Complaint Reviews for Europe
• To provide weekly Complaint metrics for the analyses of TeamGuru dashboards.
• Ownership of the SOP and Work Instructions for Complaint Handling
• Provision of training for Enablon users in Europe who handle customer complaints.
• When necessary, taking over additional tasks in related or other projects
• Support of standardization and harmonization initiatives

Required Qualifications

• University degree - bachelor's or higher education (chemistry, chemical technology, chemical and process engineering, industrial chemistry, materials chemistry, quality engineering, quality management)
• Technical and/or chemical background
• Fluent in written and spoken English
• High affinity for systems, data quality and KPI – based monitoring
• Confident communication with internal and external stakeholders in an international setup
• Communication and coordination skills
• Independent and pro-active approach
• Strong team player
• Strong analytical mindset with focus on structured problem solving,
• Experience with plausibility checks, validations
• Good knowledge of MS-Office

Preferred Qualifications

• High readiness for detailed documentation (Knowledge of the GRACE QM-System for GCT/GMT Europe and of the DIN EN ISO 9001)
• Knowledge about QM processes
• Several years of experience in laboratory or production
• Green belt Six Sigma training
• German language skills advantageous

Benefits

• Premium Medical Insurance (for employee & family members)
• Life Insurance (for employee & family members)
• Reimbursement for glasses for computer work
• Sports Card (Fit&More Package offers swimming pools, 4500+ sport-recreational facilities all over the country).
• Language Courses