Complaint Manager

JOB SUMMARY:     

Plans, organizes, and coordinates the tasks and activities of the Complaint Management functions of the company. Works with the company’s Sales, Operations, Production, and Quality Assurance staff to determine root cause analysis to support quality control and customer service. Works closely with the Quality Assurance department to validate complaints and with outside legal counsel to review and settle complaints tendered with the E&O Insurance company. Manages complaint reporting and complaint investigation processes and procedures in accordance with company policies with the ultimate goal of improving the customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES*:

• Ensures company objectives and policies for Seed Complaint management, and settlement are applied.
• Coordinates and collaborates with other departments of the corporation in establishing and carrying out responsibilities related to complaint investigation, validation, resolution and settlement activities.
• Ensures complaints are submitted to the D365 Case Management by Customer Service Representative (CSR) and communicated to the Quality Complaint Team.
• Recommends and requests seed testing, growout or other information needed for quality complaint investigations.
• Review and report the principal cause(s) of quality loss and non-conformance.
• Interacts with Errors & Omissions (E&O) Insurance Underwriter’s legal counsel as necessary for complaint tendering, management, and settlement.
• Reviews complaints with Corporate Services Legal and E&O policy teams as necessary.
• Mitigates risk to company by recommending actions that need to be taken prior to complaint investigation.
• Ensures hold flags are placed when inventory is expected to be below standard and hold flags are lifted when the seed quality is not in question.
• Conducts root cause analysis with the help of QA and Operations on valid complaint issues to recommend new policies or procedures for complaint prevention (CAPA).
• Provides onboarding training and complaint management webinars to employees as required.
• Serves on the SAI internal GSPP audit team and assists with seed quality related internal team audits as needed.

MANAGEMENT RESPONSIBILITIES:

• Acts within scope of authority and consistent with company objectives, guidelines, policies and practices.
• Consults with management and/or staff responsible for policy/action as necessary.

KNOWLEDGE/SKILLS/ABILITIES:

• Background in Plant Biology, Plant Pathology and/or Seed Science.
• Technical knowledge of Plant Biology and Quality Management.
• Excellent communication skills. Strong analytical and reasoning abilities.
• Ability to establish credibility and be decisive.
• Well-developed interpersonal skills. Ability to get along with diverse personalities.
• Seed Industry background and strong business acumen desirable.

EDUCATIONAL REQUIREMENTS:

• B.S degree in Plant Science, Horticulture, Environmental Science or related Agricultural or Biological Sciences.

EXPERIENCE AND BACKGROUND:

• A minimum of 5 years of experience in the seed industry or related industries.
• Sound administrative skills and management capability.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Must be able to work long and irregular hours.
• Must be able to travel from time to time throughout the year.
• Must be able to sit for long periods of time.

COMPENSATION & BENEFITS :

• Salary: $75,000 – $100,000 per year
• Medical, Dental & Vision Insurance coverage for employees and their families

• Basic Life & AD&D Insurance
• 401k program with company match
• Profit Sharing program (via 401k)
• Holiday & Performance Incentive Bonus program
• Paid Vacation: 10 days per year to start, increases with tenure
• Sick Leave: 1 hour accrued per 30 hours worked for first 30 days, 6.67 hours per month after.
• 14 paid company holidays, 2 floating holidays & birthday off
• Paid Family Leave: 15 days after 12 months of service for FMLA qualifying events
• Company provided EAP
• Company provided subsidy for health/fitness clubs & apps