AkzoNobel Vietnam ★ 4.1

Purpose:
Complaint Handling Specialist is responsible for the day to day receiving, tracking and responding to customer complaints and feedback via CRM system. This position is single point of contact with TS, suppliers (tollers, packaging suppliers) and related internal staff (RD&I, Marketing, Manufacturing, Logistics) on all customer complaint matters.
To be in charge for complaint testing and verification.
Conduct testing and conclude genuine/fake product for field samples collected from raid campaign.
Initiate investigation, work with CCS, Quality, RDI, Production, tollers to collect data supporting root cause confirmation.
Conduct independent testing regularly to qualify testing result of putty tollers.
Responsibility:
Complaint testing and verification: Plan daily testing activities to ensure 99% responded in 1 working day, by checking retained sample in first round to give verification/non-verification for complaint which to be approved by supervisor. And in 2nd round recheck customer sample vs retained sample to ensure right conclusion given.
Access CRM system- Complaint data management system: To update complaint analysis/lab result/status or interact with CCS via request to get more data.
Issue investigation: If any issue is verified or new issue happened, then initiate investigation by working with CCS to collect more data, coordinating with supervisor, RDI, Production, tollers to collect data supporting root cause confirmation.
Field samples testing: Conduct testing and conclude genuine/fake product for field samples collected from raid campaign by comparing physical properties with retained samples or standard samples. In average, 20-30 sample per month.
Independent testing: Conduct regularly cross testing for samples collect from putty tollers to confirm toller testing result, to ensure compliance to QMG and SCAT.
Retained sample: Maintain retained samples by arranging RS of all batches produced, put on rack with right tracking number, to be used for complaint handling. Periodically clear the retained sample to get space for new produced batches.
Others: Ensure compliance in term of HSES, 5S, Kaizen. Participate in BBT test of VCP, new product launch to update knowledge.

College degree or above, major in Chemical, Materials or related majors.
Basic knowledge of Quality management system and relevant local legislation.
2-3 year-experience in relevant field of Quality Control, Product development, Technical Service or complaint handling in paint industry.
Good problem solver, analytical skill.
Good communication.
Read and understand documents in English.

Attractive bonus
Premium healthcare for employee and family
Training opportunity