Job Title:Analyst – Quality Support
Summary:This position will focus on driving customer and supplier complaint handling to increase customer satisfaction, and the compensation received back from suppliers. The position will manage the documentation. approvals as well as process complaints in SAP accurately and timely.
Support Customer Quality Leader and Global Supplier Quality Leader (GSQL) for routine reporting and driving continuous improvement projects.
Responsibilities Include:
This position will focus on driving customer and supplier complaint handling to increase customer satisfaction, and the compensation received back from suppliers. The position will manage the documentation. approvals as well as process complaints in SAP accurately and timely.
Support Customer Quality Leader and Global Supplier Quality Leader (GSQL) for routine reporting and driving continuous improvement projects.
Customer Complaints:
Responsible for the processing of Goodwill complaints including facilitation of DOA approvals to ensure timely response to customers Prepare and send the monthly Open Complaints Backlog Report and follow up on aged complaints to understand roadblocks to escalate to CQL as needed Follow up on the aged, blocked stock in RTFC for returned material. Escalate to CQL as needed Analyze Transactional and Service complaints and identify improvement ideas to the CQL Define and maintain de minimis process
Customer Inquiries:
Support CQL for customer inquiry completion and reporting
Supplier Complaints:
Responsible for service and product quality supplier complaint handling including creation and correspondence with sites and suppliers. Facilitate verification of supplier corrective actions and supplier compensation requests Lead efforts with GSQL to reduce raw material Out of Spec (OOS) stock Responsible for issuing the scorecard letters and assistance to the suppliers for enhancing their performance Drive completion and verification of corrective actions from supplier audits Tollers performance monitoring through supplier scorecard and supplier complaint generation and follow up
- Accountable to ensure DOA process is followed for Goodwill complaints
- Accountable to verify effectiveness of supplier corrective actions and escalate as needed
- Accountable for identifying trends in complaint data, metrics, backlogs and identifying areas to improve.
- Safety Performance
- Complaint Closure Time
- Supplier compensation, $
- Raw material OOS
- Business and Commercial Leaders
- Customer Quality Leader
- Global Supplier Quality Leader
- Procurement
- Site Quality Leaders
- Site Logistics Leaders
- Customer Service Leaders and Representatives
- Complaint Investigators
- Finance
Qualifications:
The following are required for the role
Basic Qualifications:
- B.Sc. or higher degree in Chemical Engineering, Chemistry or equivalent technical experience
- Minimum 4-6 years’ experience in Operations, Supply Chain, Quality or related field in the chemical industry
- SAP knowledge
- Excellent communication and interpersonal skills both verbally and written
- Fluent in English
- At least 2 years of MS Office experience
- Viewed as a strong customer advocate
- Ability to work effectively in a matrix organization and in cross-cultural environments.
- Able to participate on global calls outside of normal business hours.
Preferred Qualifications:
- Logistics experience
- Negotiation skills
- Excellent presentation, facilitation and problem-solving skills
- Strong approach to data generation and analysis. Ability to note trends in data and identify/drive improvements
- Process Improvement Experience or Continuous Improvement Certification (at least Green Belt)
- Minitab skills
What We Offer:
At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution
About Us:
Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.
Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.
To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.
Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.
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