QA Customer Service Manager

Ajinomoto Philippines Corporation; Makati; On-site; 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

We're Hiring: Quality Assurance Manager

Location: Makati City Employment Type: Full-Time Work Setup: Hybrid (4 days onsite, 1 day WFH; no weekends) Work Schedule: Semi-flexible

About the Role

We are looking for an experienced and customer-focused QA Customer Service Manager to lead customer quality management, customer service operations, and quality assurance coordination across the business. This role is responsible for ensuring timely resolution of customer concerns, strengthening customer satisfaction and confidence, managing quality-related communications, and driving continuous improvement through effective collaboration with internal and external stakeholders.

Key Responsibilities

• Lead customer complaint management including receiving, documenting, investigating, and resolving product quality, safety, packaging, and customer-related concerns
• Ensure timely preparation of Corrective and Preventive Actions (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

Basic Qualifications

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

Required Skills

• Strong communication skills with the ability to formally respond to customers
• Working knowledge of GMP, GWP, HACCP, ISO 9001, FSSC 22000, or related food safety and quality standards
• Strong critical thinking and analytical skills
• Experience in Root Cause Analysis (RCA), CAPA, and evidence-based problem solving
• Ability to objectively assess issues and recommend corrective and preventive actions
• Strong cross-functional collaboration and stakeholder management skills

What We Offer

• 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

Why Work With Us

Balance Work and Your Personal Life

• Spend more time with family during weekdays
• Manage your own time through our Flexi-schedule

Explore Training Opportunities

• Learn from Ajinomoto Group affiliates locally and abroad
• Join seminars and training programs for continuous growth

Career Development & Change

• Develop your skills and expand career paths across departments

Learn About Our Food Science

• Understand our products and their benefits to every Filipino
• Contribute to advancements in food, health, and wellness

Participate in Social Responsibility Efforts

• Engage in initiatives that address social issues
• Join sustainability efforts for the community and environment

Engage in Marketing Our Well-Known Brands

• Help promote leading food brands nationwide
• Participate in distribution efforts across the Philippines

Be Comfortable in Your Work Area

• Practice 5S (Sort, Shine, Set, Standardize, Sustain)
• Work in a clean, safe, and effective environment