Complaint Process Specialist

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.  

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. 

About you and this role

Complaint Process Specialist.
 

As Complaint Process Specialist you will be instrumental in monitoring the overall complaint process and taking actions on issues that have been identified. You will ensure complaints are being processed in a timely and accurate manner while interacting with global or other regional teams, when needed. You will focus on verification of data entry accuracy, monitoring complaint flow progress and contributing to metrics and data analytics for business and regional quality and Customer Experience. You require a working knowledge of business and logistics Supply Chain. And usage of global procedures and policies to execute tasks.

As a Complaint Process Specialist, your role involves understanding the end-to-end complaint process. You are responsible for ensuring that process milestones for each case are met. You will take appropriate actions to ensure complaints are handled smoothly and efficiently. Your performance impacts both the quality of individual work and the Quality organization. It requires that as Complaint Process Specialists you will work within the established procedures and policies.

Responsibilities

• Check all complaints and immediate measures to ensure progress hasn’t stalled, appropriate roles have been assigned, critical information has been provided, and is accurate.
• Ensure that all complaints are closed properly, with cause and measure codes identified and agreed upon, corrective actions identified and initiated, internal and customer communication completed, and root cause investigation Sponsor has validated.
• Ensure that the Cost of Poor Quality is filled in correctly, Transfer complaint data from Event & Action Tool to complaint, Coordinate and lead root cause investigation pre-planning calls to review complaint information, determine priority level, identify key roles, and assign investigative actions.
• Challenge internal stakeholder groups and hold them accountable for complaint data accuracy and timely response, Contribute to complaint metrics and analysis as requested by various functions in the business.
• Analyze the Quality Message and assigning the Immediate Measure Task to the correct focal point, verify that data has been properly entered according to global and business rules.
• Follow up with root cause investigation team leads and Immediate Measure Task assigned personnel for speedy resolution and Escalate issues to related Business Quality Champion when response is not received from respective Immediate Measure Task owners. Run past due scripts and run reports for stalled complaints.

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Qualifications

• Experience: 1-2 years of experience in a Supply Chain or Quality.
• Education: University Degree, preferably in Supply Chain Management, Business, Engineering or other Sciences.
• Be open to work in different time zones.

Preferred Skills

• Knowledge of SAP, Business Objects, and Dow reporting tools
• Business and functional knowledge
• Personal initiative and leadership
• Excellent interpersonal skills
• Effective prioritization skills

Additional notes

• Relocation is not available for this position
• The ability to accommodate a flexible schedule aligned with international time zones is essential.

Benefits – What Dow offers you 

We invest in you. 
 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. 
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
• Paid time off to care for family members who are sick or injured.
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to the diversity of our workforce, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.