Customer Solutions Process Manager

About the Company Saint-Gobain Weber, a subsidiary of the Saint-Gobain Group (one of the world’s top 100 companies), is a global leader in the industrial mortars sector with significant expertise in facade coatings, technical mortars, flooring systems, and tile adhesives. Operating in 64 countries, Weber has maintained a reputation for quality and innovation since 1927. In Turkey, Weber has been active since 1998 and has established a strong presence with 7 plants and 7 regional offices across the country. As part of our growing organization, we are currently looking for a Customer Solutions Process Manager to join our team. Role Purpose The main objective of this role is to lead and continuously improve the end-to-end customer complaint management process, ensuring timely and effective resolution of customer issues while driving customer satisfaction and operational excellence. The role collaborates closely with Product Management, R&D, Quality Control, Sales, and field teams to identify root causes, implement corrective actions, and contribute to product and process improvements. Key Responsibilities Manage the end-to-end customer complaint process, ensuring timely, accurate, and high-quality resolution in line with company standards. Take ownership of critical customer complaints by coordinating cross-functional teams to accelerate resolution and maintain customer satisfaction. Monitor complaint KPIs, analyze complaint trends, identify root causes, and lead continuous improvement initiatives based on customer feedback. Ensure compliance with ISO 10002 requirements by maintaining the Customer Complaint Management System and supporting certification continuity as the Management Representative. Coordinate technical complaint investigations with Quality Control, conduct customer site visits when required, and prepare technical assessment reports. Collaborate with Product Management, R&D, Quality Control, and field teams to implement corrective actions, support product development, and improve complaint handling processes through QDMS and other quality management systems. Qualifications Bachelor's degree in Engineering, Construction Materials, Chemical Engineering, Civil Engineering, or a related discipline. Minimum 7 years of relevant experience, preferably within the Construction Chemicals industry. Strong technical knowledge of construction chemicals and their applications. Experience with complaint management systems, corrective and preventive actions, and quality management processes. Excellent analytical thinking, problem-solving, communication, and stakeholder management skills. Customer-focused mindset with strong process management and organizational skills. Willingness to travel for customer visits and technical investigations. Professional proficiency in English is preferred. Preferred Qualifications Experience in the Construction Chemicals or Building Materials industry. Knowledge of ISO 10002 Customer Complaint Management System. Experience with QDMS or similar quality management software. Strong understanding of root cause analysis methodologies, quality improvement tools, and customer experience management. What We Offer Career development opportunities within a global organization. Continuous learning and professional development programs. Opportunity to work on innovative and sustainable projects. Hybrid working options (depending on the role). An inclusive and collaborative workplace culture.