Manager Complaint Management (m/w/d)

Overview

Symrise is a global supplier of fragrances and flavors, cosmetic active ingredients as well as functional ingredients. Its customers include perfume, cosmetics, food and beverage manufacturers, the pharmaceutical industry and producers of dietary supplements and pet food. With sales of around €5.0 billion in the 2024 financial year, the company is one of the world's leading providers. The Group, headquartered in Holzminden, Germany, has more than 100 locations in Europe, Africa and the Middle East, Asia, the USA and Latin America. Together with its customers, Symrise develops new ideas and market-ready concepts for products that form an indispensable part of everyday life. Economic success and corporate responsibility are inextricably linked. Symrise - always inspiring more...

Your Role

This is a full-time position with a limited contract of 12 months . The Complaint Management function ensures continuous improvement of processes and products. It plays a critical role in restoring customer satisfaction after complaints, where timely and accurate feedback to customers is essential.

Responsibilities

• Manage and process product- and service-related customer complaints, primarily within the Scent & Care business unit.
• Conduct root cause analysis in collaboration with Quality Control (QC) and other relevant departments.
• Document complaint processes in SAP , including creating acknowledgments, interim reports, and technical result reports.
• Coordinate internal actions with stakeholders from Production, Customer Service, QC, Symotion, Sales, GFIM, Legal Affairs, and Regulatory .
• Align with Legal Affairs and Sales/Customer Service to generate customer complaint reports.
• Liaise with insurance providers in cases involving liability.
• Initiate and track corrective and preventive actions across involved departments.

About You

Job Requirements:

• Technical education in Chemistry, Biochemistry, or Food Chemistry .
• Strong knowledge of Symrise products and production methods (preferable) .
• English and German language skills are a must (written and spoken).
• Proficiency in SAP and solid understanding of complaint documentation workflows.
• Commercial awareness for handling service-related complaints.
• Excellent communication skills, team orientation, independence, and resilience under pressure.

Preferred Skills

• Experience in complaint management within a global organization.
• Familiarity with regulatory and legal compliance processes.
• Ability to manage cross-functional projects and drive continuous improvement initiatives.

Our Offer

Become part of our open and transparent culture. It will give you the opportunity to flourish and to develop inspiring experiences that contribute to the health and well-being of consumers in 160 countries around the world. Putting our employees in the focus fuels our strong company growth above market rates and makes us an excellent place to develop your career.

Come join us and embark on a fascinating journey with Symrise.