Complaint Officer

Summary

The Complaint Officer at Bühler Raleigh / Drying is responsible for the end-to-end administration and coordination of customer complaints, ensuring timely intake, accurate documentation, correct routing to stakeholders, and on-time customer responses. The CO will work closely with Manufacturing, Project Execution, Customer Service, Procurement and Logistics to drive immediate and sustainable solutions for customers by maintaining complaint records in the QMS/SAP, tracking actions and deadlines, and ensuring complaint handling complies with Bühler procedures and ISO 9001 expectations.

Job Responsibilities

• Complaint Intake, Logging, and Triage: Log complaints from all channels with complete required details, classify by type/severity, and assign to appropriate internal owner/team.
• Coordination, Tracking, and Communication: Track milestones vs. timelines, coordinate internal follow-ups, provide customer updates via templates, and escalate overdue/high-severity issues.
• Documentation & Quality System Compliance: Maintain complete, traceable complaint (CC/IC)/NCR/CAPA records and attachments in QMS/SAP to meet ISO 9001 and audit requirements.
• Data, Metrics, and Reporting: Deliver complaint dashboards/reports and identify recurring gaps to improve templates, workflows, and management review inputs. 
• Continuous Improvement Support: Standardize customer communication and lessons learned, and support process improvements that reduce cycle time and improve data quality.

Qualifications

REQUIRED QUALIFICATIONS

• Associate’s degree or equivalent experience: bachelor’s degree is a plus (Quality, Business, Engineering, or related).
• 2+ years experience in a quality, customer service, operation coordination, or manufacturing administration role.
• Comfortable working with technical teams and interpreting basic product/part identifiers (drawings not required but helpful).
• Proficiency with MS Office (Excel, Outlook, PowerPoint, Teams).
• SAP and QMS tools.
• Strong written communication skills (intercompany and customer-facing, when required)

PREFERRED QUALIFICATIONS

• Experience in an engineered-to-order or industrial equipment environment (fabrication/assembly/service integration)
• Familiarity with quality processes and terminology: NCR/IC/CC, CAPA, MRB, 8D, containment, deviation.
• Experience supporting audits and maintaining controlled records.
• Ability to determine fit, form, and function of a given component.
• Strong observation skills
• Strong relationship and network building
• Strong problem solving, decision making and prioritizing skills
• Detail orientated and organizational skills
• Ability to write clear and concise work instructions

PHYSICAL DEMANDS

• Sits in a seated position for extended periods of time
• Moves around the office area throughout the day
• Reaches by extending hands or arms
• Applies manual dexterity and visual acuity for using electronic and office equipment and telephone
• Hears and communicates within normal parameters
• May lift up to 50 lbs. and/or use minimal amount of force to carry, push, pull or otherwise move objects