Summary:

To support Azelis US in handling customer complaints and other nonconformance issues. The position will be able to handle a nonconformance from entry, monitoring, communicating with the customer, issuing return good authorizations, tracking the returns through the warehouse, issuing credit memos to the customer, update and confirm additional training presented to prevent future occurrences, and initiate follow up and closure with inter-departments to be sure they are being closed out in the allotted time frames. Be the main contact with SHEQ for NCR resolution. Other responsibilities and reporting as assigned.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manage customer complaint or other NCR requests and determine next steps
• Enter NCR details into reporting tool as necessary
• Ensure all information is correctly completed in reporting tool including required attachments/documentation
• Monitor and communicate next steps to necessary parties
• Assist department Managers in investigating, providing root cause, and implementing corrective actions, excluding product quality investigations.
• Assist SHEQ regulatory team in escalating product quality complaints with Product Development Managers and Suppliers as needed
• Track returns to the warehouse
• Track credit memos for open NCRs
• Confirm inventory is updated when issuing credit to correct warehouse
• Confirm all necessary steps are completed for each NCR
• Initiate follow up on open NCRs to appropriate departments
• Work with SHEQ assurance on follow up and closure of all NCRs
• Manage final communication of corrective action/resolution to customer as necessary
• Develop business level NCR reviews that will aid in continuous improvement
• Maintain a weekly aging report for all open NCRs
• Run a weekly report on all open NCRs and work on follow up on each NCR.