Support operations and transportation with the complaints process.
Work with the site teams to drive accuracy, quality and consistency of audit responses.
Drive standardization and improvement of processes and ensure adherence to process changes and enhancements to drive overall improvement in the metrics for complaints.
Maintain, develop, update/revise accurate SOP’s that documents the complaint process.
Maintain, analyze and publish all relevant data, monthly reporting and KPI’s including but not limited to complaints data, order accuracy, trends, re-occurrences, etc.
Attend weekly, bi-weekly and monthly business meetings to present all applicable metrics, projects and future improvements directly to the customer.
Lead continuous process improvement projects to drive consistency in adherence to the complaints process.
Coach the teams through process changes as required.
Collaborate with the KNPS and Quality Assurance teams to ensure compliance in processes, responses and improvements as required.
Work closely with the leadership teams from all customer sites to ensure alignment around complaints for KPIs, processes and performance of their teams.
Provide updates and respond knowledgeably and courteously to inquiries by customer, customer suppliers and carriers.
