Quality Customer Service Engineer

PT Lami Packaging Indonesia; Tangerang; On-site; IDR 90,000,000 - 150,000,000; Full time

Job summary

PT Lami Packaging Indonesia is seeking a QA professional to manage and resolve customer complaints related to product quality in a liquid food manufacturing environment. You will coordinate with internal departments, analyze issues, and ensure timely corrective actions while maintaining strong customer communication.

The role requires a strong QA background, knowledge of HACCP and ISO standards, and excellent English communication for video conferences and reports.

Qualifications

• Bachelor’s degree in Food Science, QA, Chemical Engineering, or related field.
• 2–3 years of QA experience in liquid food manufacturing.
• Familiarity with HACCP, ISO 22000, FSSC 22000, BRC.
• Experience in handling customer complaints and corrective actions.
• Excellent English communication, both written and verbal.
• Strong analytical and problem-solving skills.
• Ability to work cross-functionally and manage multiple stakeholders.
• Detail-oriented with strong organizational and documentation skills.

Responsibilities

• Collect product/process information and samples in response to customer complaints, per internal procedures.
• Organize and track customer complaint review meetings with relevant departments for root cause analysis and corrective actions.
• Prepare, compile, and respond with formal customer complaint analysis reports; follow up on improvements implemented in the factory.
• Coordinate the compensation process and document complaint closure forms.
• Conduct English-language video conferences with customers and local engineering teams to discuss status and resolutions.
• Collaborate with QA/QC and production to ensure compliance with food safety and quality standards.
• Support internal and external audits by providing complaint records and follow-up documentation.
• Contribute to continuous improvement of complaint management processes.

Skills

Quality assurance

Complaint handling

Root cause analysis

Cross-functional collaboration

Documentation & reporting

Education

Bachelor’s degree in Food Science/QA/Engineering

Tools

ERP systems

Microsoft Excel

PowerPoint

Job description

To manage and resolve customer complaints related to product quality by coordinating with internal departments, analyzing issues, ensuring timely and effective corrective actions, and maintaining strong communication with customers. The role requires a strong background in quality assurance within the liquid food industry and knowledge of food safety certifications and standards.

Key Responsibilities:

Collect product/process information and samples in response to customer complaints, in accordance with internal procedures.

Organize and track customer complaint review meetings, ensuring all relevant departments are involved in root cause analysis and corrective actions.

Prepare, compile, and respond with formal customer complaint analysis reports; follow up on improvement measures implemented in the factory.

Coordinate the compensation process and ensure proper documentation and filing of customer complaint closure forms.

Conduct English-language video conferences with customers and local engineering teams to discuss complaint status and resolutions.

Collaborate with the QA/QC and production teams to ensure compliance with food safety and quality standards.

Support internal and external audits by providing complaint handling records and follow-up documentation.

Contribute to the continuous improvement of customer service and complaint management processes.

Qualifications:

Bachelor’s degree in Food Science, Quality Assurance, Chemical Engineering, or a related field.

Minimum 2–3 years of experience in quality assurance within a liquid food manufacturing environment.

Familiarity with food quality and safety standards (e.g., HACCP, ISO 22000, FSSC 22000, BRC).

Experience in handling customer complaints, root cause analysis (e.g., 5 Whys, Fishbone), and corrective action processes.

Excellent communication skills in English, both written and verbal; able to host and contribute to professional discussions in video calls.

Strong analytical and problem-solving skills.

Ability to work cross-functionally and manage multiple stakeholders.

Detail-oriented with strong organizational skills and documentation ability.

Proficient in Microsoft Office (Excel, Word, PowerPoint); experience with customer complaint systems or ERP is a plus.

Our company upholds the principles of equal employment opportunity and non-discrimination. We are dedicated to fostering a diverse and inclusive workforce without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. Please note that we maintain a transparent hiring process and no fees are charged to candidates at any stage.

About Us Lamipak is a producer of high quality aseptic packaging that provides the best value solutions to its customers. Initially set up to provide mass produce paper based packages for the beverages to food industries, it was only until 2007 when the Lamipak brand formally came into existence and was granted funding to construct a manufacturing facility dedicated to aseptic packaging. Since then, Lamipak has evolved over the past decade to become one of the leaders in providing aseptic packaging solutions where its products and services are used in over 50 different countries around the globe.