Europe Complaint Response Lead – Data-Driven Quality

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

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