Join our team SIG as a …

CUSTOMER SERVICE QUALITY LEAD USA & CAN

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 job functions

• 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
• Monitor and control Quality performance indicators related to customers and generate highly reliable information for decision making by management.
• Conduct a satisfaction survey of internal and 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).
• Validate the handling of customer non-conformities, using available quality tools, working with multidisciplinary teams for root cause analysis, to avoid recurrence of occurrences in the process.
• Carry out the correct flow of return processes and generation of credit notes, following the SIG protocols.
•  Support the implementation of the modules of the Quality Maintenance pillar, following the premises of the SIG Excellence System.
•  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 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 standards.

Requirements

• Fluent in English (Must)
• Higher Education degree in Engineering (Chemical, Food, Production), Chemical and / or Industrial Engineering.
• Microsoft office (Excel, Power Point, Word)
• ERP (SAP)
• 3- 5 years of experience in the area.
• Knowledge in Quality tools (8D, A3, Pareto, SPC, MSA, etc.)
• Valid Visa
• Valid Passport
• Availability to travel
• Residence in Querétaro (Must)

Competencies SIG

We are looking for people who are willing to consistently achieve results, even in difficult circumstances, employees who create a climate in which everyone is motivated to do their best and help the organization achieve its goals. If you actively seek new ways to grow and be challenged, if you develop people to achieve both their professional goals and those of the organization, SIG is the place for you. To better serve our clients, our future colleagues will build strong client relationships and deliver client-centric solutions. Finally, we are looking for colleagues who build partnerships and work collaboratively with others to achieve common goals. Are you a person who applies your business and market knowledge to advance the organization's goals? Are you able to create new and better ways for the organization to succeed? If the answer is yes, join us. 

Our promise

SIG is the place for you to build something amazing. We offer competitive compensation and the opportunity to work partially from home. If you join us, you'll be part of a globally successful, international company that leads its industry in sustainability, technology and more. We see ourselves as a career launch pad, a place to develop quickly with real work, experience and real opportunities to gain skills. You will be part of a highly motivated and dynamic team, you will have opportunities for personal development, training and coaching from senior team members. If you demonstrate an aptitude and willingness to learn, we will support you all the way.

About SIG

SIG is a leading provider of packaging systems and solutions for the better. We work in partnership with our customers to get food products to consumers around the world in a safe, sustainable and affordable way. We are the only packaging systems provider that spans carton, pouch and bag-in-box. Our versatile technology and product innovation capabilities enable us to deliver better products to customers, consumers and the world. Sustainability guides us, technology empowers us, but it is the passion and drive of our people that truly enables us to deliver better results. Founded in 1853, SIG is headquartered in Neuhausen, Switzerland, and is listed on the SIX Swiss Exchange.