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Quality Assurance Process Specialist

Job SummaryThe Quality Assurance Process Specialist is responsible for handling internal and external customer complaints due to customer service order processing or distribution failures from all VWR facilities in North America by working with department managers to identify root cause of issues and corrective and preventive actions to prevent recurrence. This includes communicating with customers to collect data and provide resolution. Other responsibilities include supporting VWR facilities in North America to comply with ISO9001 and ISO14001 requirements.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)
+ Assess submitted internal and external customer complaints for actionable data, including descriptions, pictures, and history on customer and/or issue.
+ Determine if data from complaints is adequate to proceed to open a formal corrective action.
+ Responsible for deciding if responses received from department managers address true root cause, corrective and preventive action to prevent recurrence of process failures.
+ Follows up and tracks the status of all complaints from initiation to completion/closure.
+ Communicates timely with department managers, customers and other VWR associates in handling of internal and external customer complaints.
+ Reports on internal and external customer complaints. Information from these reports are used to monitor problematic areas or customer accounts so further actions such as improvement initiatives or internal audits can be taken.
+ Conducts internal site audits of VWR facilities in North America to comply with Good Distribution Practices (GDP), ISO9001, ISO14001 and other standards/requirements.
+ Assist with coordinating documentation and process standardization among distribution operations, which may include development of new procedures and/or review and revision on current procedures.
+ Coordinates customer audits and tours of VWR facilities in North America.
+ Identify training needs and conduct QA-related training to associates of VWR facilities in North America.
+ Performs other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)
+ Bachelor?s degree or evidence of continuing education and/or strong internal knowledge of VWR
+ 1-3 years of Customer Service or general business experience
+ Trained or certified internal auditor in ISO9001, ISO14001 and other related standards/regulations (ex. GMP, IPEC, etc.)
+ Project management experience preferred
+ Experience in using quality management principles, tools and methodologies (ex. LEAN, Six Sigma, PDCA, Kaizen, etc.) preferred
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
+ Strong knowledge of distribution, manufacturing or production operations.
+ Good computer and Microsoft Office skills
+ Knowledge of navigating in SAP preferred
+ Good communication skills (verbal and written); ability to effectively communicate with customers, registrars and VWR associates
+ Strong organizational and time management skills, ability to prioritize work
+ Ability to document processes and lead consensus for standardization across VWR network
ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Regular travel required to perform internal audits and training at VWR facilities in North America and/or assist with supplier site audits.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
DISCLAIMER:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.Avantor is proud to be an equal opportunity employer.
EEO Statement
Avantor companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
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Avantor? is a leading global provider of integrated, tailored solutions for the life sciences and advanced technology industries. Strengthened by the recent acquisition of VWR, the Company is a trusted partner to customers and suppliers from discovery to delivery. With operations in more than 30 countries and a diverse portfolio that includes more than four million products, Avantor enables customer success through innovation, cGMP manufacturing and comprehensive service offerings. Collectively, we set science in motion to create a better world.
Learn more at www.avantorinc.com and www.settingscienceinmotion.com.


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