Quality Complaints Representative

With over 100 years of corporate development and experience, Jowat is a world-wide leader in the manufacture of industrial adhesives. We have a highly motivated team of 1400 employees worldwide and are proud to provide our customers with innovative adhesive solutions in a number of markets.

 

Quality Complaints Representative

 

The Quality Complaints Representative at Jowat is responsible for overseeing, managing, and resolving complaints, as well as addressing internal quality issues. This role involves identifying, investigating, and driving corrective actions to improve product and service quality, ensuring customer satisfaction, and optimizing supplier relationships. The position also focuses on supporting continuous improvement initiatives within the organization’s quality management system.

 

Responsibilities:

 

1. Customer Complaints Management:
   • Serve as the primary point of contact for customer complaints related to product defects, service issues, or quality concerns.
   • Investigate customer complaints to identify root causes and develop corrective actions.
   • Collaborate with cross-functional teams (e.g., production, engineering, logistics) to resolve customer issues in a timely manner.
   • Communicate with customers to keep them informed on the progress and resolution of their complaints.
   • Track and analyze customer complaints to identify recurring trends or systemic issues.
   • Prepare reports on complaint status, resolution timelines, and customer satisfaction levels.
2. Supplier Complaints Management:
   • Manage supplier complaints, working closely with the procurement and quality teams to resolve issues with materials provided by suppliers.
   • Monitor supplier performance and escalate issues as necessary, ensuring corrective actions are implemented.
   • Coordinate with suppliers to ensure that quality standards are met and that any necessary improvements are made.
   • Provide feedback to suppliers and collaborate on solutions to prevent recurring issues.
3. Internal Error Resolution:
   • Identify, investigate, and address internal quality issues or process errors that affect product quality.
   • Work with internal teams to conduct root cause analysis (e.g., using tools like 5 Whys, Fishbone Diagram, etc.) to identify errors in processes or operations.
   • Develop and implement corrective actions to eliminate or reduce internal errors, preventing recurrence.
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