Food Quality & Customer Experience Manager

Ajinomoto Philippines Corporation; Makati; Hybrid; PHP 900,000 - 1,600,000; Full time

Benefits offered by this job

Health Insurance

Leave Conversion

Performance Bonus

Christmas Bonus

Rice Subsidy

Life & Accident Insurance

Christmas Package

Service Award Recognition

Retirement Benefits

Annual Salary Increase

Government-Mandated Benefits

Job summary

Ajinomoto Philippines Corporation in Makati is seeking an experienced QA Customer Service Manager to lead customer quality management, customer service operations, and quality assurance coordination across the business.

This role ensures timely resolution of customer concerns, strengthens satisfaction, manages quality communications, and drives continuous improvement through collaboration with internal and external stakeholders.

Qualifications

• Bachelor's degree in Chemistry, Chemical Engineering, Biology, Food Technology, Food Science, or related field.
• Minimum of 5 years of relevant experience in the food industry specializing in Customer Service, Quality Assurance, Customer Quality, or related quality functions.
• Strong background in Quality Management Systems (QMS) within the food manufacturing industry.
• Strong knowledge of customer complaint management, quality systems, and food safety standards.
• Strong scientific, analytical, and investigation skills.

Responsibilities

• Lead customer complaint management including receiving, documenting, investigating, and resolving product quality, safety, packaging, and customer-related concerns.
• Ensure timely preparation of CAPA and verification of implementation effectiveness.
• Serve as the primary contact for customer quality inquiries and technical documentation requests.
• Lead the team in providing COAs, product specifications, allergen statements, and regulatory documents as required by customers.
• Coordinate with Production, QA, R&D, Supply Chain, Sales, and Toll Manufacturers for product investigations and quality-related concerns.
• Support customer quality audits and prepare technical reports for internal and customer reviews.
• Monitor complaint trends, customer feedback, and recurring issues, and develop preventive action plans.
• Prepare monthly and quarterly quality dashboards and performance reports.
• Participate in management reviews, quality meetings, and product improvement discussions.
• Support New Product Development (NPD) by providing customer-related insights and quality recommendations.

Skills

QMS knowledge

GMP/GWP/HACCP/ISO9001

RCA & CAPA

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Chemistry, Chemical Engineering, Biology, Food Technology, Food Science

Job description

Ajinomoto Philippines Corporation in Makati is seeking an experienced QA Customer Service Manager to lead customer quality management, customer service operations, and quality assurance coordination across the business.

This role ensures timely resolution of customer concerns, strengthens satisfaction, manages quality communications, and drives continuous improvement through collaboration with internal and external stakeholders.