Consumer Complaints Specialist - HQ Bryanston at The South African Breweries (SAB)

Key roles and responsibilities:

• To be the first point of contact for all severe consumer related issues and manage the resolution within given timescales
• To support Zone regions with a central Consumer Customer complaint reporting system and improvement thereof
• Drive compliance to all Global policies and procedures related to complaints whilst ensuring that systems are fully entrenched and sustainable
• Support all the plants in the Africa Zone with quality problem solving, whilst instilling the correct behavior and accountability
• Support the zone regional teams with Quality Incidents to ensure effective investigation, decision making and resolution is completed in accordance with the global policy
• Ensure that Quality fundamentals are aligned and implemented to Voyager Plant optimization (VPO)
• Ensure that Crisis Management Teams are appointed, effective and are in place per plant per country in the Africa Zone
• Driving a high-performance culture through effective leadership and guidance
• Develop a strategy for the proactive management of the Zone consumer complaints
• Optimize different communication channels such that we leverage feedback from our consumers through careline numbers, social media platforms, websites, etc.
• Enable the collection of valuable information about the nature of the problem through structured data collection techniques. This serves as a trigger to the implementation of sustainable corrective / preventative actions and guide continuous improvement
• Liaise and coordinate with Regional Quality Assurance Managers to ensure plants manage the resolution of consumer and customer complaints within given timescales
• Implement, entrench and manage Global Quality Processes and systems across Supply and Logistics teams
• Support the plants to ensure effective investigation and problem solving resulting in sustainable corrective / preventative actions that will prevent reoccurrence of non-conformities
• Promote knowledge transfer and shared learnings. Tailor and amend policies, standards and training material such that it is more adaptable for that geographical area in the Zone
• Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
• Train and coach Crisis Management Teams in all plants across the Zone. Shared learnings and annual reviews are non-negotiable
• Reimbursement system in place per country that is best suited for the geographical area
• Effective forward traceability systems in place to allow for quick response in trade

Minimum Requirements:

• Relevant BSc or BTech degree
• Ideal candidate would have experience in Trade Quality management systems role
• Expertise in area of quality or processes in Production, Quality Systems, Food Safety
• Excellent knowledge of food / beverage industry rules, acts and regulations
• Exceptional report drafting, presentation and engagement
• Strong technical skills in identifying adulteration in goods
• Experience in investigating complaints, problem solving and loop closure
• Knowledge of quality, brewing and packaging management systems and processes
• Familiarity with the FMCG Industry
• Ability to use process control software, databases, and inventory management software 
• Ideal candidate would have experience in quality systems and have worked in middle/ senior management roles