Job Description
Responsibilities
- Receive, register, and classify customer complaints related to product quality, service, delivery, or documentation.
- Validate complaints and prioritize them based on severity and customer impact.
- Maintain direct communication with customers to clarify issues and provide status updates.
- Investigate complaints using quality tools such as 5 Whys, Fishbone (Ishikawa), FMEA, and data analysis.
- Coordinate with cross-functional teams (production, engineering, logistics, purchasing, customer service).
- Define, implement, and follow up on corrective and preventive actions.
- Document complaints, investigations, and actions within the Quality Management System.
- Monitor quality indicators such as number of complaints, PPM, response time, recurrence rate, and customer satisfaction.
- Prepare and submit formal customer responses (e.g., 8D reports, A3 reports, technical reports).