Consumer Quality & Feedback Lead

UrbanFarmer LLC.; Manteno (IL); Hybrid; USD 3,306,000 - 3,857,000; Full time

Job summary

Urban Farmer LLC is seeking a skilled Consumer Relations & Product Quality Coordinator to safeguard the brand by managing consumer feedback, investigating root causes, and guiding continuous improvement across customer-facing platforms.

You will liaise between Sales, Quality, R&D, and Customer Service to ensure timely resolution of complaints, robust documentation, and regulatory alignment across the organization.

Qualifications

• Degree in Food Science, Quality Management or related field preferred; equivalent experience considered.
• 2+ years of experience in food manufacturing, quality assurance, or consumer relations.
• Working knowledge of food safety systems (SQF, HACCP, GMPs) and customer quality portals.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent written and verbal communication skills across multiple departments.
• Highly organized, detail-oriented, and able to manage multiple projects in a fast-paced environment.
• Proficient in Microsoft Office (Excel, Word, PowerPoint); TraceGains or GS1 experience is a plus.

Responsibilities

• Receive, log, and categorize consumer complaints from customers, retailers, and internal teams.
• Support investigations by coordinating with Production, QA, Sanitation, and Maintenance.
• Draft initial investigation summaries and assist with CAPA development and verification.
• Track complaint response timelines, CAPA actions, and open items to ensure alignment with requirements.
• Maintain complaint databases and QA trackers; prepare trend summaries and dashboards.
• Coordinate customer sample requests and maintain chain-of-custody and traceability.
• Prepare and ship samples verifying accuracy, safety, packaging, and documentation.
• Assist with QA leadership on audits, new product launches, and improvements.
• Support QA with training materials or quality alerts as needed.
• Assist with data requests and documentation audits.
• Coordinate scheduling of product cuttings and sensory evaluations, capturing panel feedback and characteristics.

Skills

Analytical skills

Written communication

Verbal communication

Organization

Multi-project management

Education

Bachelor’s degree in Food Science/Quality Management

Associate degree in related field (or equivalent experience)

Tools

Microsoft Office

Excel

PowerPoint

TraceGains

GS1

Job description

Urban Farmer LLC is seeking a skilled Consumer Relations & Product Quality Coordinator to safeguard the brand by managing consumer feedback, investigating root causes, and guiding continuous improvement across customer-facing platforms.

You will liaise between Sales, Quality, R&D, and Customer Service to ensure timely resolution of complaints, robust documentation, and regulatory alignment across the organization.