Regional Customer Complaint Lead

At Syngenta, our goal is to build the most collaborative and trustworthy team in agriculture, providing top-quality seeds and innovative crop protection solutions that improve farmers' success. To support this mission, we are looking for a Regional Customer Complaint Lead in Boise, ID, to lead the complaint handling process for customer complaints for the Regional Vegetables Business.

Accountabilities:

• Register and accurately file customer complaints in the Quality Management System, ensuring data integrity and completeness.
• Initiate and coordinate data collection activities to support root cause analysis and complaint resolution.
• Monitor the complaint settlement process at the case level, tracking progress toward resolution and defined improvement actions.
• Coordinate root cause analysis (RCA) efforts and provide improvement recommendations to relevant departments to initiate corrective action plans.
• Support and train local coordinators and stakeholders on the complaint handling process, ensuring consistent application across the region.
• Coach territory and local customer complaint coordinators in effective complaint management practices.
• Create awareness of the complaint handling process by organizing training sessions and providing management support to promote active complaint resolution.
• Provide functional support to local subject matter experts (SMEs) related to complaint handling procedures.
• Contribute to overall analysis of customer complaints to detect trends, track KPIs, and identify systemic issues.
• Report complaint trends, root causes, and improvement opportunities to functional leads and the Regional Commercial Vegetables Leadership Team.
• Actively review the complaint handling process and recommend opportunities for improvement to enhance efficiency and customer satisfaction.
• Support continuous quality improvements in business processes to strengthen Syngenta's position as a customer-focused, reliable, and compliant world-class supplier of vegetable seeds.
• Support the Legal department in court cases involving Regional Vegetables-supplied products by preparing technical defense reports in close cooperation with legal counsel.
• Represent the company in function-related external relations, providing expertise to lawyers, experts, insurance companies, and other stakeholders regarding complaint cases.
• Maintain compliance with internal and external regulations governing complaint management and quality standards.
• Support the Global Quality Organization in harmonizing and governing the global complaint handling process.
• Serve as an active member of the Global Vegetable QM Team, contributing to best practices and process standardization.
• Lead and facilitate the complaint handling process to ensure complaint cases are resolved efficiently and customer satisfaction is maintained.

At Syngenta Vegetable Seeds, we’re passionate about helping people in the vegetable industry succeed and putting growers at the heart of all that we do. Our energies are focused on creating solutions that help them get more out of their crops, now and in the future. A commitment in every seed. We do this by protecting seed, bulbs, or small plant quality from the start to enable growers to achieve the highest yield potentials in their operations; continually investing in R&D to bring cutting-edge innovations to the market; and striving to make a real-world difference through more sustainable practices on farms, in shipping, and at the grocery store. 

Required:

• Fluent in English reading, writing, and speaking.
• Bachelor'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 knowledge of vegetable products and culturing methods.
• Good understanding of SAP MRP/ERP system (specifically quality-related modules: batch relation, stock overview, deliveries) and Microsoft Office applications.

​​​​​​​Additional Knowledge, Skills, Traits & Abilities:

• Ability to work with diverse cultures and in a cross-functional environment.
• Excellent interpersonal skills as well as strong analytical and process orientation.
• Strong team orientation.
• Good communication skills.
• Initiative-taking and continually looking for improvements; proactive attitude.
• Commercial awareness.

What We Offer:

• A culture that celebrates diversity & inclusion, promotes professional development, and strives for a work-life balance that supports the team members. Offers flexible work options to support your work and personal needs.
• Full Benefit Package (Medical, Dental & Vision) that starts your first day.
• 401k plan with company match, Profit Sharing & Retirement Savings Contribution.
• Paid Vacation, Paid Holidays, Maternity and Paternity Leave, Education Assistance, Wellness Programs, Corporate Discounts, among other benefits.

Syngenta has been ranked as a top employer by Science Journal. Learn more about our team and our mission here: https://www.youtube.com/watch?v=OVCN_51GbNI

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.

WL: 4A

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