Job Information
ICP Group Complaint Nonconformance Manager in Tampa, Florida
Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of market leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.
ICP Group is seeking a dedicated Complaint / Non-Conformance Manager to join our team and oversee the handling of complaints and non-conformance issues within our processes, from Order to Cash. The role requires a meticulous individual who can effectively manage complaints from identification through resolution, ensuring compliance with company policies, regulatory requirements, and maintaining a deep understanding of our products and manufacturing processes.
Responsibilities:
Complaint Handling: Receive, assess, and document all complaints and non-conformance issues reported by customers, internal stakeholders, or regulatory bodies related to our manufacturing processes and products.
Investigation: Lead thorough investigations into reported non-conformances, gathering all relevant information, overseeing root cause analysis specific to manufacturing and product-related issues, and managing corrective and preventive action processes.
Resolution Planning: Develop and implement action plans, in partnership with Operations leadership to address identified non-conformances promptly and effectively, ensuring corrective actions are robust and preventive measures are put in place within the manufacturing environment.
Collaboration: Work closely with cross-functional teams including Quality Assurance, Regulatory Affairs, Operations, Engineering, and Customer Service to coordinate complaint resolution efforts and ensure timely responses to stakeholders.
Executive Reporting: Prepare and present regular and ad-hoc reports to senior management and business leaders regarding complaint trends, status of investigations, effectiveness of corrective actions, and overall compliance with quality standards. Provide insights and recommendations for continuous improvement initiatives based on data analysis and root cause findings.
Experience needed:
Bachelor’s degree in Business Administration or related field
Proven experience in a similar role, preferably in the Customer Service industry.
Exceptional ability to analyze and solve customer service issues.
Excellent interpersonal and communication skills.
Strong leadership and team management abilities.
Proficiency in complaint management software and platforms.
Ability to work under pressure and handle difficult situations with patience and professionalism.
Strong human relations skills and excellent communication skills, both written and verbal, with the ability to influence others and drive change for continuous improvement efforts
Excellent problem-solving skills and ability to analyze data for sound decision making
Flexibility to travel occasionally to other ICP domestic locations
ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
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