Integrated Supply Chain Quality Leader

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet. 

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration.If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role

Leads a team of quality professionals, including day-to-day complaint investigation and handling operations, managing talent selection and performance and interfacing with the business on order fulfillment and quality considerations relevant to the business.

Focuses on the critical interfaces between Supply Chain planning, customer service, product quality, regulatory, sales and logistics/ITO, with and end-to-end focus and a customer view point. Promotes a customer focused Integrated Supply Chain quality culture by acting as the “voice of the customer” within the Business and the voice of the Business Supply Chain in front of the customers. Requires broadened conceptual and working knowledge and experience in job discipline to perform a range of work assignments. Uses prescribed guidelines or policies in analyzing situations and receives a moderate level of guidance and direction. Provides informal guidance to new team members. Analyzes possible solutions using technical experience, judgment and precedents to solve problems.

It is your responsibility to be able to use judgment to identify, troubleshoot, and resolve day-to-day technical and operational problems and escalate issues with broader business impacts to your leader. You have formal supervisory responsibilities and lead teams either of technical operations, business operations, or operational support employees. You will set daily priorities and coordinate resources to meet operational objectives. Your performance impacts the quality, efficiency, and effectiveness of your team members and their contributions to broader operations. You should also be able to explain information, convey performance expectations, and handle sensitive issues.
Responsibilities

• Provides direct leadership to a team of quality professions that provide direct interface to customers.
• Provides day-to-day coaching on complaint handling operations.
• Accountable for decisions regarding employee desk complexity and performance.
• Ensures work process execution is operating effectively within the team.
• Represents the business ISC in front of the Area Commercial teams and in front of the customers.
• Accountable for the delivery of the target service levels in the Area of scope, including Get it Right, OTD, Order Automation/touches, Slow Moving Inventory, Supply Chain cost to serve, Service QNs and days to close.
• Champions Customer Success Teams in the Area, thus creating/maintaining a culture in the businesses where every employee is generating value for the customers and for Dow
• Accountable to understand business needs, identify gaps and collaborate with ISC Improvement Teams in implementing projects to improve the overall effectiveness and efficiency in Order to Cash space.
• Works closely with leveraged support functions (in particular Customer Service, Logistics including outplants, Procurement) to ensure the business requirements are most effectively met.
• Leads collaboration projects with strategic customers to reduce waste in the E2E Supply Chain and enhance customer and supplier collaboration.
• Networks with other Supply Chain Quality Leaders to optimize operations and leverage best practices globally.
• Includes both short term operational troubleshooting as well as the longer term view of designing and building a reliable, cost effective and sustainable Supply Chain in the Area of scope.
• Ensures effective design, implementation, and deployment of the cross functional CAMP work process for the business in the Area of scope. For example, ensure effective RCIs and minimizes rework on customer complaints.
• Support the business in the complaint process and technology implementations.

Qualifications

• 8 or more years of experience in a Supply Chain, Customer Service Expertise, or Quality
• At least 3 years of experience in team or people management.
• University Degree, preferably in Supply Chain Management, Business, Engineering or other Sciences
• The critical competencies required for success are: Supply Chain management skills, interpersonal effectiveness, team work, team management and delegation, taking initiative, problem solving skills, value creation, technical proficiency in use of computer applications, analytical skills, project management skills, mentoring skills, and independent decision making skills.

Additional Notes

• The ability to accommodate a flexible schedule aligned with international time zones is essential.

Benefits – What Dow offers you 

We invest in you. 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career.  You bring your background, talent and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental and emotional well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning and educational resources to help you achieve your long term financial-goals. 
• Become a Dow shareholder through various employee stock programs.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Global Paid Time Off (PTO) policies:
  • Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
  • ​Paid time off to care for family members who are sick or injured.  
  • Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 

Join our team, we can make a difference together. 

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to the diversity of our workforce, Dow is committed to equal opportunities in employment.  We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.