Customer Solutions Process Lead - Complaint & Improvement

Saint-Gobain Weber Türkiye

Konak

Hybrid

TRY 260,000 - 380,000

Full time

13 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Career development

Continuous learning

Sustainable projects

Hybrid work options

Inclusive culture

Job summary

Saint-Gobain Weber Türkiye is seeking a Customer Solutions Process Manager to lead and continuously improve the end-to-end customer complaint management process. You will collaborate with Product Management, R&D, Quality Control, Sales, and field teams to identify root causes, implement corrective actions, and contribute to product and process improvements.

The role requires a Bachelor’s degree in a technical field and a minimum of 7 years’ experience in construction chemicals, with strong

Qualifications

Bachelor's degree in Engineering, Construction Materials, Chemical Engineering, Civil Engineering, or a related discipline.
Minimum 7 years of relevant experience, preferably within Construction Chemicals.
Strong technical knowledge of construction chemicals and their applications.
Experience with complaint management systems, corrective and preventive actions, and quality management processes.

Responsibilities

Manage the end-to-end customer complaint process, ensuring timely, accurate, and high-quality resolution in line with company standards.
Take ownership of critical customer complaints by coordinating cross-functional teams to accelerate resolution and maintain customer satisfaction.
Monitor complaint KPIs, analyze complaint trends, identify root causes, and lead continuous improvement initiatives based on customer feedback.
Ensure compliance with ISO 10002 requirements by maintaining the Customer Complaint Management System and supporting certification continuity as the Management Representative.
Coordinate technical complaint investigations with Quality Control, conduct customer site visits when required, and prepare technical assessment reports.
Collaborate with Product Management, R&D, Quality Control, and field teams to implement corrective actions, support product development, and improve complaint handling processes through QDMS and other quality management systems.