Resolution Manager

Job description

Essential Duties and Responsibilities include the following. Other duties may be assigned. · Lead and manage customer complaints process and non-conformances for Azelis US. · Ensure customer complaints and non-conformances are resolved. · Owns Azelis US customer complaint process, including ensuring clarity across departments, compliance with process, and making improvements, as necessary. · Partners with SHEQ Assurance and is the main Azelis US contact for NCR resolution. · Enter NCR detail into Azelis Americas reporting tool and ensure all information is correctly completed in reporting tool including required attachments and/or other documentation. · Assign RGAs for approved product returns. · Monitor and communicate next steps to necessary parties; engaging leadership, when necessary, to drive accountability. · Partners and assists, when necessary, department leads (or Managers) in investigating, providing root cause, and implementing corrective actions, excluding product quality investigations. · When necessary, partners and assists SHEQ regulatory team in escalating product quality complaints with Product Development Managers and Suppliers. · Track returns to the warehouse. · Issuing credit memos, when relevant and approved by senior management. · Hold Azelis organization and responsible individuals accountable for the NCR process, including making sure all necessary steps are completed, and initiate follow-up on open NCRs to appropriate departments. · Reduce the Azelis US NCR backlog monthly; systematically closing more NCRs than are opened, to get the overall open NCRs across Azelis to an acceptable level. · Partner with departments & SHEQ to deliver adequate, timely closure of NCRs. · Manage final communication of corrective actions (resolution) to customers and/or suppliers, as necessary. · Participate with SHEQ in quarterly Senior Management review of trends. · Improve accountability across NCR departments; identify, develop, and implement business level NCR reviews to aid in NCR closure and continuous process improvement. Other Responsibilities include (but not limited to) · Understand and adhere to/follow the department procedures and policies · Adhere to and support the principles of Responsible Distribution™ and ISO. · Support cross-functional, operational issues or projects which need to be “resolved” and any other responsibilities as assigned by VP, US Customer Experience.