Quality Complant Handling Specialist

SWM International; Greenfield (MA); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) savings plan with company match

Paid vacation and personal time off

Employee assistance programs

Job summary

Mativ Holdings, Inc. seeks a Customer Complaint Lifecycle Specialist to drive complaint processes from intake to closure. You will coordinate with cross-functional teams to investigate issues, identify root causes, and implement corrective actions.

The role requires clear communication with customers and internal partners, plus data-driven reporting. Responsibilities include data analysis, tracking trends, and ensuring timely closure in compliance with ISO/regulatory standards.

Qualifications

• Education: high School diploma or equivalent work experience.
• Experience: 2 to 3 years in customer service or a quality/regulatory environment.
• Communication: Excellent verbal and written communication with high emotional intelligence and patience.

Responsibilities

• Intake: review new complaints and obtain necessary information.

Skills

Excellent communication

Emotional intelligence

Patience

Interpersonal skills

Detail-oriented

Education

High School diploma or equivalent

Tools

Excel

Outlook

Word

Syteline

Infor LN

Job description

Mativ is a global leader in specialty materials headquartered in Alpharetta, Georgia. The Company offers a wide range of critical components and engineered solutions that connect, protect, and purify our world.

JOB DESCRIPTION:

Ensure proper execution of tasks related to customer complaint lifecycle management from complaint intake to closure.

RESPONSIBILITIES:

Specific responsibilities will include but are not limited to:

• Intake: review new complaints received and work with customer to obtain necessary information to support the complaint process.
• Investigation: conduct thorough reviews, root-cause analysis, and complete the overall complaint summary. Pull retains and complete testing, analyze product quality testing data and process settings, and partner with cross-functional teams to identify root causes
• Corrective Action: work with business partners to identify corrective actions. Monitor corrective action implementation ensuring the complaint is resolved within the expected timeframe.
• Claims management: route claims for approval
• Communication and Reporting: review complaint summaries with internal business partner and communicate overall complaint results to customers. Track data trends, elevate critical issues, and report complaint metrics to leadership.
• Perform additional duties as assigned.

QUALIFICATIONS:

REQUIRED EDUCATION & SKILLSETS:

• Education: high School diploma or equivalent work experience
• Experience: 2 to 3 years in customer service or a quality/regulatory environment
• Communication: Excellent verbal and written communication with high emotional intelligence and patience

PREFERRED SKILLS:

• Proficient knowledge of Excel, Outlook, and Word is required
• Strong quantitative and analytical skills.
• Knowledge of Syteline or LN Infor preferred
• Highly motivated and self-directed
• Detail-oriented and accuracy of information
• Strong interpersonal skills
• Familiarity with ISO and required regulatory requirements

WHAT WE OFFER

At Mativ, our benefits reflect how much we value and care for each other. We know that employees and their families have unique needs, so our comprehensive benefits offer flexibility, quality, and affordability. Here are just a few of the ways we support your well‑being and that of your loved ones:

• Medical, dental and vision insurance
• Consumer-Driven Health Plan (CDHP)
• Preferred Provider Organization (PPO)
• Exclusive Provider Organization (EPO)
• Company-paid basic life insurance and Additional voluntary life coverage
• Paid vacation and competitive personal time off
• 401(k) savings plan with company match
• Employee assistance programs - available 24/7 to you and your family
• Wellness and Work Life Support - career development and educational assistance
• The starting rate for this role is $29.00 per hour

ABOUT MATIV

Mativ Holdings, Inc. is a global leader in specialty materials headquartered in Alpharetta, Georgia. The company connects, protects, and purifies the world every day through a wide range of critical components and engineered solutions that solve our customers' most complex challenges. We manufacture on three continents and generate sales in nearly 100 countries through our family of business-to-business and consumer product brands. The company's two segments, Filtration & Advanced Materials and Sustainable & Adhesive Solutions, target premium applications across diversified and growing end-markets, from filtration to healthcare to sustainable packaging and more. Our broad portfolio of technologies combines polymers, fibers, and resins to optimize the performance of our customers' products across multiple stages of the value chain. Our leading positions are a testament to our best-in-class global manufacturing, supply chain, and materials science capabilities. We drive innovation and enhance performance, finding potential in the impossible.

Mativ and its subsidiaries are Equal Opportunity Employers. Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.