Israa Essam ElDin Hosny

External Customer Complaints specialistFull Time

• Job Details:- Root cause analysis for each customer complaint and investigating with each factory’s team. - Analyzing the results of the taken samples for each complaint from the warehouse stock and existing production. - Define corrective and preventive actions with production and quality teams that should be avoiding re-occurrence in future & periodic follow up of the actions implementation. - Monitoring the shipments of the specific products concerning the complaints received. - Weekly meeting with production & quality managers to discuss the product, process and warehouse non-conformity reports and complaints corrective and preventive actions taken or needed and follow up old actions. - Analyze the monthly / weekly returns failures and the credit notes requests sent from the customers on the defected goods they receive. (Comparing with standards, specifications & agreements) and addressing the factories with the failures to be monitored. - Weekly meeting with the product development team for discussing the latest status of the products concerned with customer complaints and the supply chain team. - Monthly summary reports on the complaints received and the rest of open complaints for following up the factories performance. - Weekly meeting with the superiors to discuss the actions and brief on the complaints. - Customer’s questionnaire semiannually for analyzing their satisfaction and our weakness points for addressing the performance to all the departments to sustain and improve the customer satisfaction. - Monthly calls with the customers for following up their needs and ensuring the ease of communication. - Preparing the customers visits and training programs / tours.