To provide professional and efficient technical support to Customers for product complaints whilst considering business and brand reputational risk, food safety, financial risk. Role Purpose To provide professional and efficient technical support to Customers for product complaints whilst considering business and brand reputational risk, food safety, financial risk, and customer satisfaction. To drive appropriate solutions in reducing product complaints. Required Qualification: BTech Degree/Diploma in Food Technology Relevant courses in ISO systems, Industry Standards, National Legislation, Statutory Requirements, Supply Chain Operations and Quality Management Relevant courses Customer Service Excellence Required Experience: 3 to 5 years' experience in a Quality Technologist role in a FMCG business Knowledgeable on ISO systems, Industry Standards, National Legislation, Statutory requirements, Supply Chain Operations and Quality Management Advanced computer knowledge (MS Office, SAP, Power BI) Customer Service Excellence Sound knowledge applicable to Customer Care regulatory information Valid code EB driver's license and own transport (traveling to Customers required) Required Knowledge & Skills: Knowledge Business Principles FSSC 22000 ISO systems Industry standards for food safety and quality Statutory and regulatory requirements TQM principles Statistical Acumen RAINBOW supplied product specifications and processing operations. Skills Planning, organization, and coordination Prioritizing Negotiation Relationship building Advanced Computer literacy (MS Office, SAP, Power BI) Good verbal and written communication Leadership Interpersonal Logical thinking Innovative and creative thinking Problem-solving Critical thinking Decision-making Analytical and evaluative thinking Able to synthesize information from relevant sources and deliver comprehensive, balanced, and actionable analysis. Key Responsibilities: Establish clear protocols for managing complaints to ensure efficient and effective investigations. Identify complaint trends to evaluate the effectiveness of current procedures or policies and enact corrective measures as needed. Conduct comprehensive investigations into complaints, which may involve gathering additional information from various sources such as customer interactions, relevant records, transaction histories, and communication logs. When necessary, visit customer facilities or distribution centers to assess product complaints and customer operations. Drive the reduction of claims by collecting comprehensive operational information from both customers and distributors during visits. Collaborate with relevant processing personnel and Quality Assurance Technologists to: Determine the root cause of complaints. Propose and implement corrective actions. Ensure timely closure of complaints. Communicate investigation outcomes to customer care. Review open and closed complaints weekly to ensure timely resolution and address outstanding issues. Resolve complaints to the customer's satisfaction while upholding brand integrity and reputation. Obtain formal consent from customers for extending complaint investigation timelines, if required, and keep customers updated on progress. Escalate unresolved complaints to the Brand Integrity Manager when necessary. Participate in store visits and evaluation of product Key Performance Indicators (KPIs). Offer technical support to customers for product-related issues. Compile findings from customer visits and share them with the business. Evaluate the effectiveness of implemented corrective actions. Attend cross-functional team meetings to address operational needs and translate them into actionable tasks. Collect and analyze data on customer complaints and inquiries to prepare requested reports. Train and mentor employees on customer service policies, procedures, and best practices. Participate in customer meetings to share statistics and address concerns. Collaborate with strategic customers to implement processes for managing product complaints. Cultivate a culture of quality and food safety within all work teams. Support processing and Brand Integrity teams in reducing customer complaints at sites. Proactively identify non-conformances that could impact customer and consumer complaints. Assist with temperature and distribution-related projects or verification exercises as needed. Apply Now

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Customer Advocate Rustenburg , South Africa - South Africa

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