The Customer Service Portal is designed for Co-Manufacturers, HoldCos, Managers and Quality Assurance employees to access and handle cases assigned by Customer Service.
Accessing a Non-Compliance Report (NCR) via the Portal:
- STEP 1: When a case is assigned to you and/or your location, your QA coordinator
will receive an alert. You will be notified of case assignment via email. Review the email details and decide if you will handle the case via the Portal or you can forward to your manager. You will have five (5) business days to respond. If you need an extension, reply and request to Customer Service.
- STEP 2: To sign into your account, click Sign in
- STEP 3: Sign in with your email and password.
- Step 4: Fill or update your Profile
Step 5: Click on the Call ID (Case Number) assigned to you. An NCR has been
- created due to a plant employee noticing an issue at another plant location. The identified product in the NCR is from your plant.
Or you can open a New NCR Case filling in relevant information, and click Submit to forward to Customer Service. NOTE: This should only be done in the event that you identify a Non-Compliance issue.
- Step 6: Review Case Details, choose to Accept or Reject
- identify if the investigation is completed.
Add a note or a picture in the Timeline if available/applicable.
- Step 7: Review the NCR Report details
- Step 8: Co-Manufacturers must identify raw material for purpose and reason code.
- Step 9: (Part A) requires a Plant Supervisor to describe Non-Conformance. This is filled out by the plant that initiated the NCR.
- Step 10: (Part B) requires the Supplier (offending plant) to describe investigation details.
- Step 11: (Part C) requires the Supplier (offending plant) to describe actions and measures.
- Step 12: Complete your portion of the NCR case by clicking UPDATE. Customer Service will finish the process.
If you require assistance, choose from the Get Help menu. The Browse the KB button leads you to informative Knowledge Base articles.
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