Complaint Manager (1164)

Description

Job Description:

 

Primary Function

• Maintain oversight of the Issue/ Complaint Handling daily processes to ensure issues are being handled in a timely and compliant manner.
• Trend process data and provide management with monthly system performance and oversight reports along with distributing monthly summaries to the executive committee.
• Manage the Stop shipment process to ensure accuracy and effectiveness of our process.
• Organize and have oversight on the PIR (Product Inquiry Report) process.

 

 

 

     Duties and Responsibilities

• Manages weekly complaint oversight meetings to ensure issues are being adequate addressed.
• Identifies and implement improvements in issue / complaint handling processes: receipt, investigation, trending/ monitoring systems and closure for product defect complaints, serving as primary QA contact related to complaint management.
• Expedites product complaints to conform to company's complaint policy and procedures.
• Monitors complaint activity levels and provides suggestions. Provides technical expertise to optimize complaint processing systems. Maintains and monitors systems to ensure that all product complaint investigations received are appropriately investigated and concluded per the company's complaint handling procedure.
• Runs Monthly complaint metric reports and highlight trends for management review.
• Runs Quarterly complaint metrics reports and highlight trends for management review.
• Analyzes and trends complaint data monthly to identify new issues or systemic discrepancies. Suggest resolutions.
• Stop shipment process duties and Responsibilities
• Trending progress on open stop shipments to determine the feasibility of closure/lifting.
• Generate monthly status reports and distribute to the executive management.
• Maintain and monitor system to ensure that the process is working according to our stop ship procedure.
• Interact with management to execute and communicate stop shipments.
• Oversight on the PIR process to organize various team leaders to collaborate and collect data and document appropriate potential field actions.

 

B. Required Skills:

 

• Proficiency with Microsoft Word, Excel, and Access
• Must have excellent English skills, both written and verbal
• Must be highly organized
• Must be effective in following up and prompting others to take action

 

         

C. Required Experience (including Education & Training):

 

• At least 2 years experience as an assistant project manager with significant experience managing and working with all levels in the organization.

• High School graduation required.
• College degree a plus

 Submitting a resume online at a job site could cause valuable screening information to be missed.Please apply directly at: http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=179942&company_id=15883&jobboardid=24 We are an Equal Opportunity Employer