Manager Complaint Management (m/w/d)

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Symrise AG
Munkavégzés helye

Németország

Munkaidő, foglalkoztatás jellege
- Teljes munkaidő
- Általános munkarend
Elvárások
- Angol középfok és
- Német középfok
- 1-3 év tapasztalat
- Középiskola

Állás elmentve

A hirdetést eltávolítottuk a mentett állásai közül.

Responsibilities

Your Role

This is a full-time position with a limited contract of 12 months. The Complaint Management function ensures continuous improvement of processes and products. It plays a critical role in restoring customer satisfaction after complaints, where timely and accurate feedback to customers is essential.

Manage and process product- and service-related customer complaints, primarily within the Scent & Care business unit.
Conduct root cause analysis in collaboration with Quality Control (QC) and other relevant departments.
Document complaint processes in SAP, including creating acknowledgments, interim reports, and technical result reports.
Coordinate internal actions with stakeholders from Production, Customer Service, QC, Symotion, Sales, GFIM, Legal Affairs, and Regulatory.
Align with Legal Affairs and Sales/Customer Service to generate customer complaint reports.
Liaise with insurance providers in cases involving liability.
Initiate and track corrective and preventive actions across involved departments.

Requirements

About You

Job Requirements:

Technical education in Chemistry, Biochemistry, or Food Chemistry.
Strong knowledge of Symrise products and production methods (preferable).
English and German language skills are a must (written and spoken).
Proficiency in SAP and solid understanding of complaint documentation workflows.
Commercial awareness for handling service-related complaints.
Excellent communication skills, team orientation, independence, and resilience under pressure.

Preferred Skills:

Experience in complaint management within a global organization.
Familiarity with regulatory and legal compliance processes.
Ability to manage cross-functional projects and drive continuous improvement initiatives.

Company info

At Symrise we create inspiring scent and taste experiences for products that are a staple part of every life, such as perfumes, personal care products, detergents and household cleaners, beverages, snacks, sweets, pet food and baby food. With over 9,000 employees in 90 different countries, we have established ourselves as one of the world's leading companies in our industry. Our scents, flavors, cosmetic ingredients and functional ingredients can be found in more than 30,000 products in around 160 countries.