CAMP Process Specialist
Job Profile
CAMP Process Specialist
About you and this role
The CAMP Process Specialist is instrumental in monitoring the overall Corrective Action Management Process (CAMP) and taking actions on issues that they have identified. They will ensure complaints are being processed in a timely and accurate manner while interacting with global or other regional teams, when needed. Focuses on verification of data entry accuracy, monitoring complaint flow progress and contributing to metrics and data analytics for business and regional quality and Customer Experience. Requires a working knowledge of business and logistics Supply Chain. Uses global procedures and policies to execute tasks.
CAMP Process Specialists are responsible for understanding the end-to-end complaint process and ensuring process milestones are met for each case and take appropriate action to ensure complaints are handled smoothly and efficiently. Performance impacts the quality of individual work and the quality organization and requires that CAMP Process Specialists work within the established procedures and policies.
Responsibilities
- Responsible for checking all complaints and immediate measures to ensure progress hasn’t stalled, appropriate roles have been assigned, critical information has been provided, and is accurate.
- Ensure that all complaints are closed properly, with cause and measure codes identified and agreed upon, corrective actions identified and initiated, internal and customer communication completed, and Root Cause Investigation (RCI) Sponsor has validated.
- Ensure that the Cost of Poor Quality is filled in correctly.
- Transfer complaint data from Event & Action Tool to complaint.
- Maintain CAMP Contact Lists file.
- Coordinate and lead RCI pre-planning calls to review complaint information, determine priority level, identify key roles, and assign investigative actions.
- Challenge internal stakeholder groups and hold them accountable for complaint data accuracy and timely response.
- Contribute to complaint metrics and analysis as requested by various functions in the business.
- Analyzing the Quality Message and assigning the Immediate Measure Task to the correct focal point
- Verify that data has been properly entered according to global and business rules.
- Follow up with RCI team leads and Immediate Measure Task assigned personnel for speedy resolution.
- Escalate issues to related Business Quality Champion when response is not received from Respective Immediate Measure Task owners.
- Running past due scripts.
- Running reports for stalled complaints.
Qualifications
- Experience: 1-2 years of experience in a Supply Chain or Quality.
- Education: University Degree, preferably in Supply Chain Management, Business, Engineering or other Sciences.
- The critical competencies required for success are: interpersonal effectiveness, understanding customer needs, team work, taking initiative, problem solving skills, value creation, analytical skills, and disciplined and strong process-oriented skills.
Preferred Skills
- Knowledge of SAP, Business Objects, and reporting tools
- Proficiency in SAP/ECC and CRM Dynamics
- Experience with the CAMP work process
- Business and functional knowledge
- Personal initiative and leadership
- Excellent interpersonal skills and drive to build highly collaborative relationships
- Strong organization and multi-tasking skills
- Effective prioritization skills
- Able to work independently
- Attention to detail
- Strong communication and time management skills following up on activities and with stakeholders
