Job Summary

What you will do

•    Customer Complaint Handling

Receive, register, and classify customer complaints.
Perform initial assessment, urgency evaluation, and containment actions.
Lead and follow up on problem‑solving processes such as 4M, 5Why, and Fishbone Analysis.
Prepare and deliver customer response reports (e.g., Compliant reports, investigation summaries) within required timelines.

•    Problem Investigation & Corrective Actions

Conduct on‑site investigations, sampling, testing, and data analysis.
Collaborate with Production, Engineering, and Suppliers to identify root causes.
Develop, implement, and track corrective and preventive actions (CAPA).
Ensure corrective actions are effectively implemented (e.g., process adjustments, inspection updates, SOP revisions).

•    Internal & External Communication

Act as the primary quality contact for customers on complaint issues.
Coordinate cross‑functional meetings to review complaint status and action plans.
Visit customer sites when necessary to support investigations or quality meetings.

•    Quality Data Analysis & Reporting

Maintain a database of customer complaints and perform trend analysis.
Prepare monthly/quarterly complaint KPI reports (e.g., complaint rate, recurrence rate).
Drive continuous improvement programs focusing on reducing frequent or severe complaints.

•    Additional Responsibilities
Develop and implement the process quality management systems in operation, including procedures and SOP/WI/OPL & related Trainings
Participate in WCM Pillar/Team for continuous improvement activities
Execution of any other tasks/projects assigned by Manager Participate in quality risk assessments and product validation for new products.

We believe you have

•    Familiar with quality system 
•    Good in English: Speaking/Listening/Reading/Writing Skill (TOEIC 650 above)
•    Good communication/interpersonal skill and problem solving techniques
•    MS office software skills (Excel, Word, Power Point, Outlook, etc.) 
•    Experienced in Food industry is a plus. 
•    Experienced in ISO9001, ISO22000 or FSSC22000 or BRCGS is a plus. 
•    Ability to conduct on-site investigations, sampling, testing, and data analysis.
•    Good understanding of manufacturing processes and quality systems.
•    Able to work independently and under time pressure.
•    Customer focused mindset with strong responsibility and follow-through.

Education and work experience requirements:
•    Education: Bachelor’s degree in Engineering, Materials, Chemistry, Mechanical Engineering, Industrial Engineering, or related technical fields.
•    Minimum 2 years of experience in Quality Assurance, Quality Control, Manufacturing, or Customer Complaint Handling.
•    Experience in packaging materials, consumer goods, or manufacturing industry is preferred.