Quality Complaints Representative

With over 100 years of corporate development and experience, Jowat is a world-wide leader in the manufacture of industrial adhesives. We have a highly motivated team of 1400 employees worldwide and are proud to provide our customers with innovative adhesive solutions in a number of markets.

Quality Complaints Representative

The Quality Complaints Representative at Jowat is responsible for overseeing, managing, and resolving complaints, as well as addressing internal quality issues. This role involves identifying, investigating, and driving corrective actions to improve product and service quality, ensuring customer satisfaction, and optimizing supplier relationships. The position also focuses on supporting continuous improvement initiatives within the organization’s quality management system.

Responsibilities:

1. Customer Complaints Management:
   • Serve as the primary point of contact for customer complaints related to product defects, service issues, or quality concerns.
   • Investigate customer complaints to identify root causes and develop corrective actions.
   • Collaborate with cross-functional teams (e.g., production, engineering, logistics) to resolve customer issues in a timely manner.
   • Communicate with customers to keep them informed on the progress and resolution of their complaints.
   • Track and analyze customer complaints to identify recurring trends or systemic issues.
   • Prepare reports on complaint status, resolution timelines, and customer satisfaction levels.
2. Supplier Complaints Management:
   • Manage supplier complaints, working closely with the procurement and quality teams to resolve issues with materials provided by suppliers.
   • Monitor supplier performance and escalate issues as necessary, ensuring corrective actions are implemented.
   • Coordinate with suppliers to ensure that quality standards are met and that any necessary improvements are made.
   • Provide feedback to suppliers and collaborate on solutions to prevent recurring issues.
3. Internal Error Resolution:
   • Identify, investigate, and address internal quality issues or process errors that affect product quality.
   • Work with internal teams to conduct root cause analysis (e.g., using tools like 5 Whys, Fishbone Diagram, etc.) to identify errors in processes or operations.
   • Develop and implement corrective actions to eliminate or reduce internal errors, preventing recurrence.
   • Monitor and track internal errors and performance metrics to identify improvement opportunities.
   • Coordinate with quality management and production teams to ensure adherence to corrective actions.
4. Reporting and Documentation:
   • Create and maintain records of complaints, resolutions, and corrective actions.
   • Prepare regular reports for senior management, summarizing complaint trends, quality issues, and corrective actions taken.

Education/Qualifications:

• • Bachelor's degree in chemistry, chemical engineering, or equivalent industry experience.
  • Certifications such as Six Sigma (Green Belt, Black Belt), ISO 9001, or similar are a plus.
  • 3-5 years of experience in quality management, customer service, supplier management, or a similar role.
  • Experience in handling customer and supplier complaints, conducting root cause analysis, and implementing corrective actions.
  • Strong knowledge of quality management systems (QMS), including ISO standards and industry best practices.
  • Familiarity with data analysis tools and techniques to identify trends and root causes.
• Skills and Abilities:
  • Strong problem-solving skills and the ability to analyze complex issues.
  • Excellent communication skills, both written and verbal, with the ability to communicate effectively with internal teams, customers, and suppliers.
  • Attention to detail and a systematic approach to issue resolution.
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with QMS software or complaint management tools.
  • Ability to work independently and as part of a cross-functional team.

Benefits:

• 401(k) with a match
• Paid vacation
• 9 paid holidays
• Health Insurance (medical, dental, vision, FSA)
• Company contribution to HSA
• Multiple company-paid insurance policies
• Short-term disability
• Long-term disability

Results of a company-performed drug screen and background check will be discussed during the interview process.

About Jowat and Our Global Presence:

The Jowat Group, a medium-sized, family-owned enterprise, is one of the top adhesive manufacturers around the world. Tradition and experience from over 100 years of corporate development allow us to serve as the leading company in adhesive technologies and innovations in numerous markets and areas of application. Our reputation as an innovative leader is made possible by the commitment and competence of our employees, the adhesive experts who always find the perfect solution for our customers. As a new member of the Jowat team, you will continue to advance our reputation by providing the optimal solutions to further the company’s goals.

Jowat Corporation was formed in High Point, North Carolina as a part of the global Jowat group in 1979. The High Point location serves as the headquarters for all operations in the Americas. The parent company, Jowat SE in Germany, was founded in 1919 and has a total of 7 manufacturing sites around the world.

With over 200 million pounds of adhesive produced each year, Jowat serves as one of the leading suppliers in the industry. Our products are used in a variety of applications, including woodworking, furniture manufacturing, paper and packaging, electrical, textile, automotive, and graphic art. A network of 23 sales organizations and various partners around the globe mean unparalleled service from the company. In the Americas, we employ around 225 people. Together, our talented teams drive growth in the industry through agility, collaboration, and innovation.