Resolution Manager

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.