Regional Customer Complaint Lead

At Syngenta, we believe every employee has a role to play in safely feeding the world and taking care of our planet. To support that challenge, the Vegetable and Flower team is currently seeking a Regional Customer Complaint Lead, located in Nampa, Idaho or Boise, Idaho.

Responsibilities

• 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 and support the process of complaint settlement.
  • Support and train local stakeholders.
• Contribute to the 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 currently shared with Field Crops and Flowers.

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.

• Native English speaker and preferably proficient in Spanish to support Latin countries.
• Bachelor/master’s level in work experience and/or education. Preferably within a technical seeds discipline or Quality.
• Basic knowledge of relevant genetic, physiologic and pathologic aspects of vegetable products and applied detection techniques.
• General horticultural know how of vegetable products and culturing methods.
• Good understanding of SAP MRP/ERP system (specifically quality related: batch relation, stock overview, deliveries)
• Basic experience in seed operations.
• Ability to work and interact effectively with the regional organizations (R&D, Supply Chain, Marketing & Sales, etc.).
• Understanding of the Vegetables 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)

What We Offer:

• Full Benefit Package (Medical, Dental & Vision) that starts the same day you do.
• 401k plan with company match, Profit Sharing & Retirement Savings Contribution.
• Open Vacation Policy with a minimum of 15 days of vacation and up to 30 days with manager approval, plus paid holidays.
• Maternity/Paternity Leave, Education Assistance, Wellness Programs and Corporate Discounts among other benefits.
• A culture that celebrates diversity & inclusion, promotes professional development and strives for a work-life balance that supports the team members.

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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.