Coordinate customer requests for Quality Assurance and product regulatory inquiries.
Log customer request in sales force, track progress.
Complete questionnaires and coordinate the requests with regional and global quality team members and product regulatory.
Work on Customer Quality Assurance Agreements and Customer Specification reviews.
Work to different types of Regulatory, Quality Sustainability requests and Questionnaires.
Work closely with internal and external customers to provide communication of the status of requests.
Serve as the first point of contact to commercial team on customer requests for the assigned region and provide appropriate answers.
Serve as the first point of contact of customer questionnaires and provide appropriate answers.
Own requests to follow up with each case and complete them in a quick and qualified manner.
Understand Quality and regulatory issues from customers in pharmaceuticals, food and Specialty Chemicals, Excipient environments.
Work on Nutrition customer requests of global suppliers through Trace Gains portal.
Creation of SOP s, Workflows, Standard documentation, maintenance of Internal external repositories with updated information, archiving the responses and communications received from SME s.
Hands on usage of SAP, Salesforce.com and other databases.
Will be involved in upcoming projects which are customer centric and other process improvement projects.
Bachelor s Degree or equivalent in Chemistry or a related technical degree
Proficient at speaking, writing, and reading English; other Asian or European languages are a plus.
Minimum 5-6 year s experience in Quality Assurance support product regulatory in chemicals, pharmaceuticals, food, and/or personal care, Specialty Chemicals, Excipient for a multinational company.
Detail-oriented, excellent organizational and communication skills
Actively contribute to the organizational goals by taking initiative, executing on goals and focusing on performance and safety
Improve the organization capacity and capabilities through building collaborative relationships, optimizing diverse talent and utilizing positive communications and influence with others
Able to work at times corresponding to the European and US work days
5-6 years preferably in Specialty Chemicals, Excipient or Pharmaceutical, Personal Care, industries as part of a QA and product regulatory support inquiries.
Compliance with Quality and Regulatory Requirements - Working knowledge and understanding of Product Quality and regulations, such as QMS systems especially ISO 9001:2008, ISO 9001:2015, ICH Q7, IPEC, cosmetics (PCPC), pharmaceutical, and food.
Communication Skills - Ability to communicate across all levels of the organization. Able to clearly and effectively communicate verbal and written appropriate to the audience.
Computer Skills - Working knowledge of current software systems, i.e. SAP, e-mail, Microsoft Office (Outlook, Word, Teams, Excel, PowerPoint, SharePoint). Skilled in utilizing database software programs and electronic project management tools.
1) Transactional - 30%
2) Coordination - 50%
3) Analysis/Evaluation - 20%
Ensure current, valid and accurate documents and provided to customers.
Ensure there are no errors in customer responses.
ensure all the request are responded and attended with appropriate responses.
Accountable for the task completed.
The Global Customer Support team will respond with readily available information.
Ethics, Values, Integrity and Trust - Adheres to and practices an appropriate and effective set of core values and beliefs during both good and bad times; Acts in line with those values; Rewards the right values and disapproves of others. Consistently demonstrates and is regarded as having high integrity and trust among peers, managers and employees; is widely trusted and seen as a direct, truthful individual; Keeps confidences and admits mistakes; Doesnt misrepresent him/herself for personal gain
Problem solving - Demonstrate a problem-solving approach when faced with challenging or difficult situations; Uses rigorous logic and methods to solve difficult problems with effective solutions; Probes all fruitful sources for answers; Can see hidden problems; Excels at honest analysis; Looks beyond the obvious and doesnt stop at the first answers
Planning and Organizing - Ability to plan, prioritize, and organize work effectively to produce measurable results. Define objectives and integrate into the organization quickly and smoothly Ability to perform both long and short term planning
