Leads the customer's claims management process and provides effective and proactive incentives and support for problem solving and improvement proposal in order to guarantee high level of customer satisfaction.
1. Prepares and coordinates customer audits and visits then documents and communicates audit/visit results. Undertakes appropriate actions and containment plans and oversees its progress and effectiveness to avoid deviation recurrence.
2. Communicates customer's claims to concerned parties. Animates claim treatment meeting to investigate customer complaints and perform initial analysis. Communicates 3D report on time to customer including defined containment actions.
3. Tracks customer complaints, requests if needed samples and non conforme products quality analysis and performs the complete analysis with further tests in order to identify nonconformity & non detection root causes.
4. Prepares and communicates to customer 8D report on time including root causes analysis, corrective and preventive action plans.
5. Communicates action plans to involved teams and follows up its progress and effectiveness. Updates the claim summary according to actions progress. Closes the claim according to actions completion and validation.
6. Reviews regular (according to predefined frequency) claim summary with concerned parties and provides proactive and effective support to enhance customer satisfaction.
7. Plans, prepares, communicates and reviews Quality Customer KPI's and defines accordingly continuous improvement plans of processes, procedures and systems to meet the Quality Department and the Company's objectives.
8. Stops the production in case of nonconformity and takes appropriate decisions according to the noncoformity product treatment procedure. Complies with the Quality and EHS Systems requirements. Complies with corporate values, code of conducts and nondisclosure agreement.