Regional Customer Complaint Lead APAC

Purpose

• Lead the complaint handling process for customer complaints for the Regional Vegetables business by:
  • Assist in registration of complaints in the Quality Management System.
  • Initiating and coordinating actions to gather data for analyses
  • Accurate filing of complaint management data in the Quality Management System.
  • Coordination of root cause analysis.
  • Monitoring the process of complaint settlement
  • Support and train local coordinators and stakeholders
• Contribute to overall analysis of customer complaints to support detection of trends and tracking of KPI’s
• Actively review the process of complaint handling and report opportunities for improvement.
• Support Legal department in court cases for Regional Vegetables supplied products.
• Support the Global Quality Organization in harmonization and governance of the global complaint handling process.

Accountabilities

• Responsible to handle customer complaints at case level towards root cause analysis and defined improvement actions. Monitor the process of complaint settlement at case level. 
• Responsible for actively review the process of complaint handling and report opportunities for improvement.
• Report to functional leads and Regional Commercial Vegetables Leadership team about trends in complaint causes and needs for improvement.
• Lead the preparation of technical defense reports in legal cases in close cooperation with legal department for all products supplied in the Region.
• Represent the company in function related external relations. Provide expertise to external relations being contacted with respect to complaint cases (lawyers, experts, insurance company, insurance expert, etc).
• Create awareness of the Complaint Handling Process by organizing trainings and provide management support towards active complaint handling.

Critical success factors & key challenges

• Support continuous quality improvements in Business processes.
• Help Syngenta to be a customer focused reliable and compliant world class supplier of Vegetable seeds
• Effective RCA and provide improvement suggestions for the related department to initiate their improvement plan.
• Be part of the Global Vegetable QM team
• Provide functional support to local SME’s related to the process of complaint handling.
• Coach territory/local customer complaint coordinators in process of complaint handling
• Lead and facilitate the process of complaint handling in such a way that complaint cases are fluently solved, and customer satisfaction is maintained
• Maintain compliance with internal and external regulations.

Critical experience

• Average experience in seed operations.
• Ability to work and interact effectively with the regional organizations (R&D, Supply Chain, Marketing & Sales, etc.).
• Understanding of the Vegetable Regional and Global business organization and operational processes.
• Broad understanding of the processes in the business chain.
• Basic know how of Quality management and Quality Assurance / Stewardship techniques.
• Knowhow of SAP (specifically quality module: batch relation, stock overview, deliveries)

Critical technical, professional and personal capabilities

• Ability to work with diverse cultures and cross functional environment.
• Excellent interpersonal skills as well as a strong analytical and process orientation.
• Strong team orientation.
• Good communication skills.
• Initiative taking and continually look for improvements, proactive attitude.
• Commercial awareness.
• Openness to cultural diversity

Minimum education and critical knowledge required for the job

• Fluent in English reading, writing and speaking.
• Bachelor/Master’s level in work experience and/or education. Preferably within a technical seeds discipline or Quality Management.
• Good knowledge of relevant genetic, physiologic and pathologic aspects of vegetable products and applied detection techniques.
• Good horticultural know how of vegetable products and culturing methods.
• Good understanding of SAP MRP/ERP system (specifically quality related: batch relation, stock overview, deliveries)

Syngenta is an Equal Opportunity Employer and does not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Learn more about our D&I initiatives here: https://www.syngenta.com/careers/working-syngenta/diversity-and-inclusion