Customer Quality Analyst 1

**ARE YOU OUR NEXT**GENERATION OF TALENT?**YOU MAY BE OUR NEW COSTUMER QUALITY ANALYST (Querétaro)**SIG is a leading packaging solutions provider for a more sustainable world.With our unique portfolio of aseptic carton, bag-in-box, and spouted pouch we work in partnership with our customers to bring food and beverage products to consumers around the world in a safe, sustainable and affordable way.Our technology and outstanding innovation capabilities enable us to provide our customers with end-to-end solutions for differentiated products, smarter factories and connected packs, all to address the ever-changing needs of consumers.Sustainability is integral to our business and we are going Way Beyond Good to create a net positive food packaging system.**SUMMARY**:- Be the initial contact for handling customer complaints and support the handling of nonconformities in order to ensure customer satisfaction.Control the ICCM SIG process by entering data into the SAP system and critically analyzing customer events to generate KPIs related to the customer management area.Make technical visits to customers as needed.**KEY RESPONSABILITIES**:- Assist and support customers in management of non-conformities (RNC) identified in clients directly related to the factory (QA) and the process area (QE), according to the SIG ICCM process.- Analyze and organize the preliminary information of the customer's complaints and/or requests, aiming at the effectiveness of the negotiations and the return within the expected lead time.- Organize information regarding customer complaints and compile Quality performance indicators related to customer management and generate highly reliable information for decision making.- Communicate with the internal areas regarding occurrences involving external customers (requests, complaints, NPS) according to the SIG process, aiming to guarantee the best performance and customer satisfaction.- Support the satisfaction survey of external customers and carry out actions aimed at continuous improvement of the customer service process, as well as presenting results, improvements and data, with the aim of strengthening relationships with customers and increasing the level of satisfaction (NPS).- Management of customer requirements as documentation, audits, visits, self-assessments and qualification projects.- Carry out the correct flow of return processes and follow-up in credit notes, following the SIG protocols.- Communicate to clients about any SIG needs (claims, documents and information).- Act proactively and sustainably, aiming to be aware of the environmental impacts arising from the activity and seeking to minimize them, as well as being committed to the environmental policy established by the company to ensure compliance with the SIG Combibloc standards.- Comply with and work in accordance with Good Manufacturing Practice rules to ensure the production of safe packaging for customers and consumers, as well as correctly perform all quality procedures under their responsibility to ensure compliance with SIG Combibloc standards.**YOU BRING THESE SKILLS, EXPERIENCE & EDUCATION**:- Higher Education degree in Engineering (Chemical, Food, Production), Chemical and / or Industrial Engineering.- 1-2 years in similar job- Advanced English level- Advanced Microsof Office Tools- Intermidiate knowledge in SAP- Intermidiate Risk Analysis (FMEA, HACCP)- Intermediate Quality tools (8D, A3, Pareto, SPC, MSA, etc)- Basic Lean Management- Intermediate Food Safety Management- Intermediate Problem-Solving Analysis- Basic knowledge in ISO/ BRC GS/ FDA- Knowing the needs of internal and external customers, as well as finding an appropriate and pragmatic solution for them.- Sense of urgency of tasks by asking challenging questions.- Overcomes obstacles and does not give up even in case of setbacks.Support employees to master new situations and challenges.- Inform people involved specifically and proactively in relevant topics; Understandably explain decisions and pass on relevant information to those involved.- Understand the perspectives of other people/areas when there is a need to take action and/or decision.- Good understanding of procedures and concepts within own discipline and a basic knowledge of these elements in other disciplines- Allocates/co-ordinates work within the team/project and/or contributes to technical/ professional direction for a discipline- Evaluates situations using multiple sources of information- Impact by ensuring the quality of the task/services/information provided by self and others- Start and pursue things and tasks in a committed way.**WE OFFER**:- Competitive Salary- Food Vouchers- SGMM- Savings Fund- Many more**.