Complaint Response Coordinator

W.R. Grace & Co.; Poznań; On-site; PLN 85,000 - 115,000; Full time

Job summary

Grace is seeking a Complaint Response Coordinator to implement and train defined CRM processes for handling customer complaints across Europe, interfacing with Customer Service, Sales, Technical Service, Product Management, Production Plants, Forwarding and Logistics.

Responsibilities include intake, classification, prioritization, and 8D reports; coordination of Enablon users; KPI dashboards; and ongoing training for Europe to ensure continuous improvement of complaint handling processes.

Qualifications

• Bachelor's or higher degree in chemistry or related field.
• Fluent in written and spoken English.
• Strong communication and coordination in an international setting.
• Proactive, independent with analytical mindset and structured problem solving.

Responsibilities

• Comply with safety regulations and ensure up-to-date training for staff assigned to executives.
• Serve as Response Coordinator for the Customer Complaint Database for Europe; handle all complaints.
• Intake, classify and prioritize complaints based on defined categories and workflows.
• Support system users and coordinate with global helpdesk for Europe.
• Monitor open complaints, send reminders and escalate closures.
• Coordinate investigations and conduct root cause analyses and corrective actions.
• Coordinate and complete 8D reports when needed; manage RMA processes and credit requests.
• Provide KPI-based reviews and lead Europe-wide Complaint Reviews; training for Enablon users.

Skills

Fluent English

Data quality

KPI monitoring

Stakeholder communication

Analytical mindset

Problem solving

Independent and proactive

Team player

Education

Bachelor's or higher degree in chemistry/related field

Tools

Enablon

MS Office

Job description

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
• 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