About the job

* Commercial contracts: (Quality and claims sections) Support the commercial teams in the creation of quality, complaints and claims sections in new commercial contracts. Pro-actively reviewing major contracts which carry high risk in the way they are currently formulated and propose improvements, including insurance and risk management for claims.

* Claims negotiation and coordination: Coordinate significant customer negotiations focusing on quality related claims, in support of the (global) key account and regional sales teams. And follow up on resulting actions such as dealing with insurances and working with relevant functions on root cause problem solving

* Customer facing complaints process and root cause problem solving: Implement a customer facing complaints management process including the interface with the ISC team and process, however excluding the ISC processes itself.

* Ensure abnormal and faulty situations triggered by customer complaints are prioritized, investigated and resolved by responsible personnel in a timely and effective manner, utilizing a wide range of root cause problem solving methodologies.

* Quality systems: provide support to standard quality assurance system in areas of responsibility. Lead business/segment quality assurance specific needs.

* Manage Quality and Complaints System (part of CRM): Manage and develop commercial side of the quality, complains and claims system as part of CRM, in line with external standards and internal management requirements, so that AkzoNobel becomes and sustains itself as a quality company.

* Quality related project management: Lead or support quality related improvement projects with customers and/or internal functions. Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications

* Business quality reporting: Manage monthly reporting, analysis and action tracking involving key department managers, so that quality activities are completed in acceptable timeframes and accountabilities are well understood. Work with Commercial Directors and the Regional/ MSU controller to quantify likely financial impact and improve accurate modelling of impact on the P/L and balance sheet.

* Continuous Improvement: Drive the continuous improvement activities, with the support and endorsement of the commercial and ISC stakeholders, and develop protocols and metrics to measure progress against agreed goals and timelines.

* Identify deficiencies in existing skills and coordinate and/or deliver training to increase competence and effectiveness of the commercial and technical teams

Requirements

* Minimum Bachelor Degree in business management or technical field (Chemistry, Engineering,…). Masters preferred

* Background in paints and coatings industry, 8-10 years of work experience in commercial roles or technical service or sales project management or Quality with knowledge of Coatings product use and application

* Qualifications or experience in Quality Systems, ISO 9001 and quality improvement tools desirable

* Internal as well as Customer Auditing experience

* Experience in customer negotiations and contracting related to quality, complaints and claims