Regional Commercial Quality Manager Mpy

**Date**:Aug 13, 2025

**Location**: Chilseo, KR

**Company**:AkzoNobel

**About AkzoNobel**

Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today - while creating an even better tomorrow. Let’s paint the future together.

© 2024 Akzo Nobel N.V. All rights reserved.

**Job Purpose**:
Job purpose
- To manage and develop the commercial side of quality in a BU under the perceived quality block, while the Regional quality manager are working in improving the planned and executed quality in the sits
- Lead and manage major claims and complaints within the BUs
- Align processes, systems, and tools across the BU
- Drives continuous improvement in quality for the BU
- Proposes and align quality priorities for ISC with GQD and regional quality managers
- Meet and exceed consumer & customer quality expectations ( satisfied customers) via Net Promotor Score.
- NB a customer quality manager can cover within a region several BUs and can also sometimes support other regions depending on the workload of incidents.

**Key Accountabilities 1**:
Key Accountabilities

**Improve internal and external quality metrics**
- Define key priorities for complaints / returns / COPQ reduction
- Align improvement plan + targets with Customer quality director
- Lead or support quality related improvement projects with customers and/or internal functions.
- Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications.

**Managing Customer Complaints**:
- manage/implement the customer facing complaints process and root cause problem solving approach. Interface with the ISC team to handle issues end to end
- Investigate & analyse main quality complaints from the market and determine which ones require further action/escalation.
- Request RD and/or Technical Support team for complaint investigation and confirmation on technical justification.

**Managing Quality Incidents**:

- Create internal team and coordinate the incident process
- Provide guidance on options for resolution
- Ensure execution of the containment decision (e.g., block/release stock in warehouse and/or recall

**Claims negotiation**:

- works with Commercial leads to help coordinate and support significant customer negotiations on quality related claims. Includes follow up on resulting actions such as dealing with insurances and working with relevant functions on root cause problem solving.

**Key Accountabilities 2**:
**Quality Systems**:

- Guarantee that the necessary quality management system and applicable certifications are in place in support of the necessary customer and market needs. This would include adherence to customer requirements and external certifications such as AS9100, IATF 16949, etc.

**Customer triggered quality assessment and auditing**:

- Manage the customer triggered quality assessments, surveys etc. as well audits triggered by key customers. Ensure that issues highlighted are addressed promptly and efficiently, so that the right disciplines are maintained on a consistent basis.

**Internal and Distributor Audits**:

- Responsible to lead and/or support agreed internal and/or distributor audits in support of the business. Includes the subsequent follow-up of non-conformance and follow-up actions.

**Commercial contracts**:

- Support the commercial teams in the review and/or creation of quality, complaints and claims sections in commercial contracts. Goal is to ensure that contracts which carry high risk are formulated properly in quality areas including insurance and risk management for claims.

**Quality related project management**:

- Lead or support quality related improvement projects with customers and/or internal functions. Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications.

**Business quality reporting**:

- Manage monthly reporting, analysis and action tracking involving key department managers and other commercial and ISC quality personnel.

**Systems, Data & Documentation**:

- Expected to lead, support, facilitate or provide development input into the necessary systems, data and processes to support the Commercial business. Includes FMEA’s, Control Plans, Process Control Documentation and PPAP/ APQP as examples of documentation.

**Key Activities**:
Key Activities
- Complaints improvement plan
- Retur