Quality & Product Specialist
View: 106
Update day: 16-05-2024
Location: Trowbridge South West
Category: Quality Assurance / Quality Control
Industry: Food Beverage Services Beverage Manufacturing Manufacturing
Job type: Full-time
Job content
About The JobAt Danone we operate Smart Working, this means that our Danoners are entrusted to balance the needs of their role, business, and stakeholder needs with their own personal choices on where and how they best do their work. We value output and personal contribution, enabling ‘Danoners’ to be their most energised, healthy, and productive selves.When team connection and collaboration is required, our hubs are located in Chiswick, Trowbridge and Dublin.Role Purpose- To respond to inquiries and complaints concerning Nutricia products and services to Healthcare Professionals, Consumers, Patients and Carers by telephone, email and letter in line with agreed KPIs. Report customer feedback trends to the business and support commercial activity, working with medical and marketing.
- Provide an excellent customer experience by offering reassurance, advice on products, providing information and responding to complaints in an empathetic, enthusiastic and friendly manner.
- Handling and sending of complaint samples for return to factories for investigation
- Manage contacts to the Resource Centre and Quality Assurance
- Ensure all consumer / customer contact records are accurate and up to date
- Respond to all contacts in line with agreed KPIs time, quality of answer, etc ...
- Investigate inquiries and complaints to respond in full to consumer / customer.
- Liaise with the Quality Product Specialist Team Leader for specific customer queries and or escalations.
- Ensure correct escalation procedure is followed , working together with all areas of the business
- Contribute data, feedback, trends and analysis to monthly summary report to develop improvement products and services
- Take an active role in the service/product improvement and proactively highlight these areas to wider business
- Customer facing role providing assurance and advice to healthcare consumer, patients, carers and HCP’s
- Manages complaint investigations and sample returns to Supply Points
- Proactively highlights opportunities for improvements (based on feedback)
- Drives patient and HCP insights on SNU topics
- To anticipate and act upon customer feeling/satisfaction- based on customer feedback and comments, develop robust action plans to aid service improvement
- Self-aware, builds relationships and trust quickly and seeks to collaborate
- Conscientious, accurate, with strong attention to detail
- Excellent communication skills
- Plans activities in a systematic way; able to think ahead and consider different options to achieve goals
- Acts with speed, agility and pragmatism- driving performance with appropriate sense of urgency
- Results driven and shows tenacity to achieve a high-quality outcome
Deadline: 30-06-2024
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