ACCOUNTABILITIES:
- This role is accountable for handling product quality (QP) related customer complaints in a timely and consistent manner. It includes but not limited to “CRM system management”, “investigation facilitation”, “corrective & preventive action (CAPA) tracking & communication”, “investigation report preparation” etc.
- This role is accountable to provide timely and accurate Normal Technical Assistance (NTA) and quality complaint data analysis to key stakeholders to ensure customer satisfaction, both internally and externally.
- This role is accountable for maintaining designated region or business unit’s CTA process integrity and bridging the gaps across various functions by continuously improving and standardizing internal CTA workflows and procedures.
RESPONSIBILITIES:
- Ensure all key information of QP complaints and NTA are duly updated into CRM system.
- Communicate QP/NTA issues with appropriate internal stakeholders including Sales, source plant QA, Product managers, Technical Service, Process Technology and Product Integrity team to ensure Lubrizol product quality standards. Actively participate in relevant quality complaints meeting.
- Generate timely and professional QP/NTA report for sales to revert to customer, and for all internal stakeholders for the necessary follow-up actions and closure.
- Facilitate and expedite complaint investigation and resolution.
- Conduct PQCC (Product Quality Complaint Council) meetings, write meeting minutes, and follow through action items derived.
- Perform QP/NTA data analysis to drive continual improvement.
- As part of the regional CTA team, to actively participate in CTA process improvement activities / projects.
REQUIREMENTS:
- 4-5 years’ experience in multinational company or internally at least 2 years minimum experience within LZ organization is required.
- Experience in the chemical, pharmaceutical, food, oil industry is preferred.
- Operations, customer experience or quality assurance experience is preferred.
- University Degree or above in material or chemical engineering or chemistry is preferred.
- Effectively communicate both verbally and written.
- Fluent in Mandarin and English.
If you’re interested in the position, we encourage you to apply. Lubrizol is always looking for candidates who embody our cultural beliefs in everything they do. If you’re All In, Lead Decisively, Take Action, Think External, and can Be Courageous, Lubrizol could be the place for you.