Manager Complaint Management (m/w/d)

Your Role

• Manage and process product- and service-related customer complaints, primarily within the Scent & Care business unit.
• Conduct root cause analysis in collaboration with Quality Control (QC) and other relevant departments.
• Document complaint processes in SAP , including creating acknowledgments, interim reports, and technical result reports.
• Coordinate internal actions with stakeholders from Production, Customer Service, QC, Symotion, Sales, GFIM, Legal Affairs, and Regulatory .
• Align with Legal Affairs and Sales/Customer Service to generate customer complaint reports.
• Liaise with insurance providers in cases involving liability.
• Initiate and track corrective and preventive actions across involved departments.

About You

• Technical education in Chemistry, Biochemistry, or Food Chemistry .
• Strong knowledge of Symrise products and production methods (preferable) .
• English and German language skills are a must (written and spoken).
• Proficiency in SAP and solid understanding of complaint documentation workflows.
• Commercial awareness for handling service-related complaints.
• Excellent communication skills, team orientation, independence, and resilience under pressure.

• Experience in complaint management within a global organization.
• Familiarity with regulatory and legal compliance processes.
• Ability to manage cross-functional projects and drive continuous improvement initiatives.