Essential Duties and Responsibilities include the following.
Other duties may be assigned.
· Lead and manage customer complaints process and non-conformances for Azelis US.
· Ensure customer complaints and non-conformances are resolved.
· Owns Azelis US customer complaint process, including ensuring clarity across departments, compliance with process, and making improvements, as necessary.
· Partners with SHEQ Assurance and is the main Azelis US contact for NCR resolution.
· Enter NCR detail into Azelis Americas reporting tool and ensure all information is correctly completed in reporting tool including required attachments and/or other documentation.
· Assign RGAs for approved product returns.
· Monitor and communicate next steps to necessary parties; engaging leadership, when necessary, to drive accountability.
· Partners and assists, when necessary, department leads (or Managers) in investigating, providing root cause, and implementing corrective actions, excluding product quality investigations.
· When necessary,



partners and assists SHEQ regulatory team in escalating product quality complaints with Product Development Managers and Suppliers.
· Track returns to the warehouse.
· Issuing credit memos, when relevant and approved by senior management.
· Hold Azelis organization and responsible individuals accountable for the NCR process, including making sure all necessary steps are completed, and initiate follow-up on open NCRs to appropriate departments.
· Reduce the Azelis US NCR backlog monthly; systematically closing more NCRs than are opened, to get the overall open NCRs across Azelis to an acceptable level.
· Partner with departments identify, develop, and implement business level NCR reviews to aid in NCR closure and continuous process improvement.
Other Responsibilities include (but not limited to) · Understand and adhere to/follow the department procedures and policies · Adhere to and support the principles of Responsible DistributionTM and ISO.
· Support cross-functional, operational issues or projects which need to be "resolved" and any other responsibilities as assigned by VP, US Customer Experience.

📌 Resolution Manager (San Nicolás de los Garza)
🏢 Azelis
📍 San Nicolás de los Garza