Quality Assurance and Customer Service Lead
3 weeks ago
- Min 5 years of experience in Quality Assurance
- Must have knowledge and understanding of ISO 9001, ISO2000, ExCiPAT or similar quality systems
- Experience in facing quality audits.
- Comfortable to work at Jurong Island. (Work Hours: 8.30am-4.45pm)
- Analyze information provided during complaint intake to provide concise event descriptions and product information.
- Lead investigation, completion of 8D report, and documentation in SAP.
- Maintain effective relationships with personnel dealing with customer complaints.
- Follow up closely on each received complaint and communicate corrective and preventive actions clearly to customers.
- Raise, authorize, and action aged stock/lost business/product recall returns according to defined procedures.
- Log customer complaints accurately into SAP daily, ensuring compliance with defined standards.
- Seek clarification from originators when necessary and assign complaints to the correct geographical coordinator.
- Maintain communication with other complaints coordinators globally.
- Perform statistical trending of complaints and initiate improvement actions.
- Ensure accuracy of complaint dashboard data and highlight areas of concern.
- Proactively identify areas for improvement in the complaints and returns process and engage stakeholders for process changes.
- Assist in batch release and secondary record check for compliance.
- Co-lead and participate in audits (internal, external, customer) and maintain Croda Singapore management system.
- Organize process-related training as needed.
- Participate in HQ and complaint meetings and contribute to business improvement initiatives.
- Undertake any other assignments appointed by Quality Manager.
- Degree in engineering or chemistry (BS Chemical Engineering / Chemistry) or equivalent
- 5 years plus working experience in quality such as handling customer complaint and Quality Assurance.
- Knowledge and understanding of ISO 9001, ISO2000, ExCiPAT or similar quality systems and experience in facing quality audits.
- Strong understanding of the principles of customer complaint management practices, and corrective action /
- preventive action outcomes
- Good working knowledge of manufacturing and supply chain processes.
- Be able to prioritise work load.
- Key attributes: Attention to Detail, Tenacity, Judgement, Planning and Organising, Problem Analysis
Registration Number: R1980724
EA: 21C0661
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