Regional Customer Complaint Lead

Syngenta Group • Boise, ID

2d • Hybrid

About The Position

At Syngenta, our goal is to build the most collaborative and trustworthy team in agriculture, providing top-quality seeds and innovative crop protection solutions that improve farmers' success. To support this mission, we are looking for a Regional Customer Complaint Lead in Boise, ID, to lead the complaint handling process for customer complaints for the Regional Vegetables Business.

Requirements

• Fluent in English reading, writing, and speaking.
• Bachelor's level in work experience and/or education, preferably within a technical seeds discipline or Quality Management.
• Good knowledge of relevant genetic, physiologic, and pathologic aspects of vegetable products and applied detection techniques.
• Good horticultural knowledge of vegetable products and culturing methods.
• Good understanding of SAP MRP/ERP system (specifically quality-related modules: batch relation, stock overview, deliveries) and Microsoft Office applications.
• Ability to work with diverse cultures and in a cross-functional environment.
• Excellent interpersonal skills as well as strong analytical and process orientation.
• Strong team orientation.
• Good communication skills.
• Initiative-taking and continually looking for improvements; proactive attitude.
• Commercial awareness.

Responsibilities

• Register and accurately file customer complaints in the Quality Management System, ensuring data integrity and completeness.
• Initiate and coordinate data collection activities to support root cause analysis and complaint resolution.
• Monitor the complaint settlement process at the case level, tracking progress toward resolution and defined improvement actions.
• Coordinate root cause analysis (RCA) efforts and provide improvement recommendations to relevant departments to initiate corrective action plans.
• Support and train local coordinators and stakeholders on the complaint handling process, ensuring consistent application across the region.
• Coach territory and local customer complaint coordinators in effective complaint management practices.
• Create awareness of the complaint handling process by organizing training sessions and providing management support to promote active complaint resolution.
• Provide functional support to local subject matter experts (SMEs) related to complaint handling procedures.
• Contribute to overall analysis of customer complaints to detect trends, track KPIs, and identify systemic issues.
• Report complaint trends, root causes, and improvement opportunities to functional leads and the Regional Commercial Vegetables Leadership Team.
• Actively review the complaint handling process and recommend opportunities for improvement to enhance efficiency and customer satisfaction.
• Support continuous quality improvements in business processes to strengthen Syngenta's position as a customer-focused, reliable, and compliant world-class supplier of vegetable seeds.
• Support the Legal department in court cases involving Regional Vegetables-supplied products by preparing technical defense reports in close cooperation with legal counsel.
• Represent the company in function-related external relations, providing expertise to lawyers, experts, insurance companies, and other stakeholders regarding complaint cases.
• Maintain compliance with internal and external regulations governing complaint management and quality standards.
• Support the Global Quality Organization in harmonizing and governing the global complaint handling process.
• Serve as an active member of the Global Vegetable QM Team, contributing to best practices and process standardization.
• Lead and facilitate the complaint handling process to ensure complaint cases are resolved efficiently and customer satisfaction is maintained.

Benefits

• A culture that celebrates diversity & inclusion, promotes professional development, and strives for a work-life balance that supports the team members.
• Offers flexible work options to support your work and personal needs.
• Full Benefit Package (Medical, Dental & Vision) that starts your first day.
• 401k plan with company match, Profit Sharing & Retirement Savings Contribution.
• Paid Vacation, Paid Holidays, Maternity and Paternity Leave, Education Assistance, Wellness Programs, Corporate Discounts, among other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees