Corporate FSQA Complaints Specialist

Nature's Touch Frozen Foods; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the frozen fruit industry seeks a Customer FSQA Complaints Specialist to manage customer complaints and support quality assurance processes. This role, open to applicants from various facilities, requires a degree in Food Science or related fields, along with several years of relevant experience. The successful candidate will collaborate across departments to enhance customer satisfaction and product quality while implementing corrective and preventive actions.

Qualifications

• 5-7 years of experience in a similar role.
• HACCP Certificate is an asset.
• Experience in customer complaints management in the food industry.

Responsibilities

• Manage and resolve customer complaints efficiently.
• Support continuous improvement projects related to FSQA.
• Identify root causes for complaints and implement corrective actions.

Skills

Analytical skills

Communication skills

Interpersonal skills

Detail-oriented

Proactive

Education

Bachelor's degree in Food Science

Bachelor's degree in Quality Management

Job description

Who We Are

Whatever drives you, we are committed to unlocking your full potential and supporting you in achieving greatness. At Nature's Touch, we live by our core purpose and values as we work to create positive change in the world around us. As a leading force in the Private Brands frozen fruit industry, we proudly serve retail and industrial sectors in North America, Australia, Taiwan, and Japan. Our unwavering dedication to our customers, paired with our deep expertise, has earned us a reputation as a reliable partner in the frozen fruit sector, recognized with several prestigious awards.

The Role

Reporting to the Senior Director of Operational Food Safety and Quality Assurance, the incumbent is a strong change agent who enjoys working in an agile environment with a mindset of efficiency and continuous improvement. The Customer FSQA Complaints Specialist will be responsible for managing and resolving customer complaints related to our products. This role requires a strong understanding of corrective and preventive actions to ensure customer satisfaction and continuous improvement in our processes.

Note: This role is open to applicants based at any Nature's Touch facility.

Key Responsibilities

1. Customer Complaint Management: Handle customer complaints efficiently and professionally, ensuring timely resolution and communication.
2. Leading FSQA projects: Support the corporate team in leading continuous improvement projects at corporate or plant level, such as improving training programs, writing SOPs, and reviewing the efficiency of changes.
3. Corrective Actions: Support QA managers in identifying root causes of complaints and implementing corrective actions to prevent recurrence.
4. Preventive Actions: Support QA managers in developing and implementing preventive measures to minimize potential issues and enhance product quality.
5. Documentation: Maintain accurate records of complaints, resolutions, and actions taken.
6. Collaboration: Work closely with quality assurance managers, supplier management, production, and other departments to address and resolve complaints.
7. Reporting: Generate regular reports on complaint trends, resolutions, and actions taken for management.
8. Customer Service: Provide exceptional customer service and support, ensuring a positive experience for all customers.

What You Will Bring

1. Supervisory Responsibilities: None
2. Minimum Qualifications:
3. Bachelor's degree in Food Science, Quality Management, or a related field.
4. 5-7 years of similar experience.
5. HACCP Certificate would be an asset.
6. Knowledge and Skills:
7. Experience with suppliers' approval in the food, pharmaceutical, or cosmetics industry.
8. Experience in customer complaints management, preferably in the food industry.
9. Strong analytical skills, excellent communication and interpersonal skills, and proficiency in complaint management programs.
10. Understanding of corrective and preventive actions, food safety regulations, and quality assurance practices.
11. Detail-oriented, proactive, and able to work under pressure.
12. Strong written and spoken English communication skills.

Job Posted by ApplicantPro