Quality Complant Handling Specialist

Mativ•Greenfield, MA

3d•Onsite

About The Position

Mativ is a global leader in specialty materials headquartered in Alpharetta, Georgia. The Company offers a wide range of critical components and engineered solutions that connect, protect, and purify our world. This role ensures the proper execution of tasks related to customer complaint lifecycle management from complaint intake to closure.

Requirements

High school diploma or equivalent work experience
2 to 3 years in customer service or a quality/regulatory environment
Excellent verbal and written communication with high emotional intelligence and patience
Proficient knowledge of Excel, Outlook, and Word is required
Strong quantitative and analytical skills.

Nice To Haves

Knowledge of Syteline or LN Infor preferred
Highly motivated and self-directed
Detail-oriented and accuracy of information
Strong interpersonal skills
Familiarity with ISO and required regulatory requirements

Responsibilities

Review new complaints received and work with customer to obtain necessary information to support the complaint process.
Conduct thorough reviews, root-cause analysis, and complete the overall complaint summary.
Pull retains and complete testing, analyze product quality testing data and process settings, and partner with cross-functional teams to identify root causes.
Work with business partners to identify corrective actions.
Monitor corrective action implementation ensuring the complaint is resolved within the expected timeframe.
Route claims for approval.
Review complaint summaries with internal business partners and communicate overall complaint results to customers.
Track data trends, escalate critical issues, and report complaint metrics to leadership.
Perform additional duties as assigned.