Senior Consumer Complaints Quality Specialist

Mars (New); Chicago (IL); On-site; USD 119,000 - 164,000; Full time

Benefits offered by this job

Company bonus

Mars University

Job summary

Mars Snacking - Accelerator in Chicago, IL seeks a Sr Specialist, Consumer Complaints to lead and continuously improve the consumer complaint management program, ensuring accurate data collection, analysis, and reporting.

You will collaborate with Manufacturing, Quality, R&D, Procurement, Regulatory, and Supply Chain to identify root causes, drive CAPAs, and implement improvements that safeguard product quality and consumer trust.

Qualifications

• BS degree in Chemistry, Food Science, Food Safety, Engineering or related technical field.
• 3 years of food manufacturing experience in a responsible position related to food safety or quality.
• 5+ years demonstrated success in consumer complaint handling or related field.

Responsibilities

• Lead the administration, coordination, and continuous improvement of the company's consumer complaint management program to support quality objectives, consumer satisfaction, and regulatory compliance.
• Maintain and oversee consumer complaint databases, systems, and processes to ensure the accuracy, completeness, integrity, and consistency of complaint data.
• Analyze consumer complaint data, metrics, and trends to identify emerging issues, recurring concerns, and opportunities for product, ingredient, process, and packaging improvements.
• Develop, maintain, and report KPIs related to consumer complaints, including complaint rates, trend analyses, resolution timelines, severity classifications, and corrective action effectiveness.
• Serve as the primary quality representative for consumer complaint investigations, ensuring timely assessment, prioritization, escalation, and resolution of complaints.
• Lead root cause investigations related to product quality, ingredient performance, sensory concerns, packaging defects, manufacturing deviations, foreign material allegations, and consumer experience issues.
• Partner with cross-functional teams to identify, investigate, and resolve product and ingredient-related concerns.

Skills

Leadership

Data analysis

Regulatory compliance

Cross-functional collaboration

Education

BS degree in Chemistry, Food Science, Food Safety, Engineering or related technical field

Job description

Mars Snacking - Accelerator in Chicago, IL seeks a Sr Specialist, Consumer Complaints to lead and continuously improve the consumer complaint management program, ensuring accurate data collection, analysis, and reporting.

You will collaborate with Manufacturing, Quality, R&D, Procurement, Regulatory, and Supply Chain to identify root causes, drive CAPAs, and implement improvements that safeguard product quality and consumer trust.