Resolution Manager

About this role

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.