Job Description

Key responsibilities

Drive the customer complaint management process in the region, from the complaint registration to the final customer solution and the internal improvement, following the group policy \xe2\x80\x9cCustomer Complaint Management\xe2\x80\x9d. This include:

Ensure awareness and knowledge in the region about how to register the customer complaints and the process of handling the complaints. Make sure that every function knows their role and responsibility in the process.

Take leadership in the management of complaint cases in close collaboration with relevant functions with the purpose to find and implement the best possible solutions with our customers.

Drive the investigations in the customer complaints and ensure that learnings from the complaints are transformed into improvements to avoid reoccurrence of the failures. Share relevant knowledge across the organization.

Align on KPI\xc2\xb4s and targets with the segments and regional functions and make sure that there is a regular monitoring of the complaint development and that status is given to the relevant management teams to follow up on the agreed KPI\xc2\xb4s and targets.

Required education, experience and job-related skills

Technical background (preferably university degree or frosio/nace certification)

3-5 years experience working as complaint coordinator or similar experience (preferably in R&D, as coating advisor or in the application industry)

Strong commercial understanding with focus on the external customer

Project Management and Team leadership skills

Good technical communication in English (both written and spoken)

IT skills and ability to adapt to new IT tools

Good communication skills

Understanding the Hempel processes and has product knowledge

Basic understanding about liability and commercial aspects

Sounds like a match?

Welcome to apply! Click the \xe2\x80\x98Apply for position\xe2\x80\x99 button in the top-right corner and submit your application letter with a CV in English via our recruitment system.

More about Hempel

At Hempel, you\'ll join a team of passionate and motivated individuals and become part of a global family with over almost 7,000 colleagues around the world. We know that diversity brings strength to the workplace, and we\'re dedicated to making sure everyone feels valued and supported which shows in our collaborative work environment.

With offices and production sites in 80+ countries, you\'ll get plenty of chances for international exposure and career advancement. Whether you\'re just starting out or ready to take your career to the next level, Hempel has something to offer. Get ready to be inspired by a company that truly cares about its employees and their professional growth. Come be a part of Hempel\'s mission to shape a brighter future with sustain-able coating solutions and unleash your full potential!

At Hempel, we are working together to shape a brighter future with sustainable coating solutions. We believe this is only possible with dedicated employees with diverse perspectives and backgrounds. Hempel is committed to creating an inclusive work environment and culture that embraces the diversity of our employees and the customers we serve, providing equal opportunity for all.

Application due 2023-08-18

Seniority Level Mid-Senior level

Job Functions Customer Service, Quality Assurance

Industry

Chemicals

Across the globe, Hempel\xe2\x80\x99s coatings solutions protect surfaces, structures and equipment. They extend asset lifetimes, reduce maintenance costs and make homes and workplaces safer and more colourful. Hempel was founded in Copenhagen, Denmark in 1915 by J.C. Hempel, and is solely owned by the Hempel Foundation, which not only ensures a solid economic base for the company, but is dedicated to making a difference in the world by empowering children to learn, supporting coatings science and sustaining biodiversity. \xe2\x80\x8b

Hempel