Regional Customer Care

Key Responsibilities

Customer Contact and Management

• Focus on Regional Quality issues, escalations, NBH and SQIPs.
• Act as the primary customer contact for all product quality matters.
• Management of Escalations with customers.
• Action Plans development to address each customer escalation.
• Maintain effective and timely communication with the customer.
• Lead technical negotiations related to product deviations, complaints, and validations.
• Represent the organization in audits, visits, and quality reviews with the customer.
• Lead the handling of customer complaints, ensuring prompt and effective responses.
• Coordinate immediate containment actions to protect the customer.
• Conduct root cause analyses using structured methodologies (8D, 5 Whys, Ishikawa).
• Ensure the implementation and validation of permanent corrective actions.

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