Document Administrator

H&W Ingredients Inc.; Oak Brook (IL); Hybrid; USD 45,000 - 65,000; Full time

Job summary

H&W Ingredients Inc. is seeking a detail-oriented Document Administrator to handle documentation requests, data entry, and customer service support. The role collaborates with internal teams and suppliers to ensure materials are complete, current, and delivered efficiently.

Responsibilities include responding to inquiries, supporting TraceGains portals, maintaining records, and generating routine reports. A Bachelor's degree is required and experience with TraceGains is preferred; a hybrid

Qualifications

• Bachelor's degree required; Food Science background preferred.
• Experience with TraceGains is preferred.

Responsibilities

• Respond to high volume of documentation requests by email or phone.
• Manage third-party document portal (TraceGains) for specific customers.
• Prepare and send all documentation required by customers.
• Request missing documents and questionnaires from suppliers.
• Review documentation for completeness, accuracy, and regulatory compliance.
• Maintain current certificates, SDS, allergen statements, and supplier records.
• Escalate overdue or conflicting documentation and track resolution.
• Run customer history reports in Sage and maintain tracking logs.
• Coordinate with Sales Support and regional managers to clarify requirements.

Skills

Attention to detail

Organizational skills

Customer service orientation

Effective communication

Multitasking

Education

Bachelor's degree

Food Science background

Tools

TraceGains

Sage

Excel

Word

Outlook

Job description

We are currently looking for a detail-oriented, efficient individual to join our team as a Document Administrator. The Document Administrator provides customers with timely, accurate documentation while supporting data entry, administrative tasks, and customer service needs. The role manages high volumes of customer documentation requests and collaborates with internal teams and suppliers to ensure all required materials are complete, current, and delivered efficiently.

• Responds to high volume of documentation requests from the customer via email or phone.
• Supports specific customers in third party document portal system – Trace Gains
• Prepares and sends all documentation required by the customer.
• Requests missing documents and customer questionnaires from suppliers.
• Responsible for routing, completing, and returning all Customer Questionnaires in a timely fashion.
• Follows up with suppliers on a regular basis to meet customer expectations.
• Reviews documentation for completeness, accuracy, expiration dates, and consistency before release to customers.
• Maintains current certificates, specifications, safety data sheets, allergen statements, regulatory documents, and other supplier records.
• Escalates overdue, incomplete, or conflicting documentation to the appropriate internal contact and tracks issues through resolution.
• Runs customer history reports in Sage.
• Maintains document request spreadsheet for all customer requests daily.
• Acts as liaison between the customer and the suppliers regarding quality documents and questionnaires.
• Works closely with Sales Support to ensure proper documentation.
• Collaborates with Sales Support and Regional Sales Managers to clarify customer documentation requirements.
• Provides timely status updates to customers and internal stakeholders regarding open documentation requests.
• Researches and resolves routine documentation questions, coordinating with Quality, Operations, Sales, and suppliers as needed.
• Identifies recurring customer needs and recommends process, template, or communication improvements.
• Assists with sample requests and provides the necessary follow up for expeditious service.
• Maintains organized electronic files, templates, and current versions of approved customer and supplier documentation.
• Provides backup administrative support, performs data entry, and assists with special projects and audits as assigned.
• Prepares routine reports, updates tracking logs, and distributes completed records to appropriate internal stakeholders.
• Coordinates internal review and approval of customer documentation to ensure technical information is accurate and current.
• Assists with maintaining contact lists, product information, shared templates, and departmental reference resources.
• Documents procedures and contributes to continuous-improvement initiatives that reduce response time and improve record accuracy.

Qualifications

Requirements

• Bachelor's degree required, Food Science background preferred.
• Experience with TraceGains preferred.

Specialized Knowledge/Skills/Abilities

• Calm, organized, patient, diplomatic, and confident demeanor in working with staff and customers.
• Advanced attention to detail and accuracy in all work
• Ability to prioritize own wide-ranging workload and work independently.
• Ability to communicate both verbally and in writing to internal and external customers.
• Working knowledge of Microsoft Office applications: Word, Excel, Outlook
• Ability to work collaboratively with colleagues, vendors and customers.
• Ability to manage multiple requests, deadlines, and follow-up activities while maintaining accurate records.
• Experience with ERP systems and customer or supplier documentation portals; Sage and TraceGains experience preferred.
• Demonstrated ability to follow document-control procedures, protect confidential information, and maintain version accuracy.
• Familiarity with product specifications, safety data sheets, certificates of analysis, allergen statements, and other food-ingredient or regulated-industry documentation preferred.
• Proficiency in Excel functions used for tracking, reconciliation, status reporting, and maintenance of accurate data.
• Strong customer-service orientation with sound judgment, professional follow-through, and the ability to recommend practical workflow improvements.

Shift and Schedule

• Monday through Friday
• 8:00 AM to 5:00 PM
• 40-hour hybrid work week, split between office and home as approved by manager