Job Description

Supporting the management of customer service activities from quality and regulatory perspectives, including handling customer inquiries and complaints, managing information and documentation, and ensuring compliance with quality and regulatory requirements and customer satisfaction.

The role includes office-based work alongside field work at the factory and distribution center.

• Receive inquiries from Sales, Project Management, and other interfaces through the MONDAY portal, email, and other communication channels.
• Collect, consolidate, and manage information for internal stakeholders.
• Provide professional support to customers, including:
• Completing customer questionnaires.
• Issuing quality certificates and declarations.
• Preparing reports.
• Reviewing quality agreements.
• Preparing change control notification letters.
• Submitting product dossiers to the Ministry of Health.
• Handling customer batch records.

Customer Complaints Management:

• Open customer complaints in the DOT system and monitor their status.
• Collect retained samples from the archive, batch records, and field information to support investigations and quality processes.
• Participate in investigations, Root Cause Analysis, and trend identification.
• Prepare monthly customer complaint reports.
• Follow up on Corrective and Preventive Actions (CAPA), as required.
• Ongoing collaboration and coordination with internal stakeholders, including QA, QC, Maintenance, R&D, NPI, Production Planning, Operations, Sales, and Project Management.
• Working closely with the Ministry of Health.
• Work in accordance with GMP requirements, company procedures, quality standards, and regulatory requirements.
• Ensure product quality and consumer safety.
• Perform additional tasks as assigned by the supervisor.

Requirements

Bachelor’s degree student in one of the following fields:

• Industrial Engineering and Management
• Biotechnology
• Sciences
• Engineering
• Ability to work in the factory/distribution center environment (light physical work).
• Ability to work independently, prioritize tasks, and manage time effectively.
• Strong organizational skills, attention to detail, and ability to work according to procedures and standards.
• Strong analytical and problem-solving skills.
• Excellent written and communication skills.
• Strong interpersonal and communication skills, with the ability to work effectively with multiple stakeholders.
• Ability to manage tasks and track multiple processes simultaneously.
• Proficiency in English – reading, writing, and preparing professional documents.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
• Experience working with information and quality documentation systems such as Priority, Monday, and DOT.