Senior Customer Quality Analyst - Food Safety & Complaints

Shearer; Massillon (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Shearer’s Foods, headquartered in Massillon, OH, seeks a Customer Quality Senior Analyst to join the Consumer Affairs team. This role partners with customers, consumers, and plants to maintain quality and food safety programs and to address complaints to meet end-user expectations.

You will work closely with retail grocery and food service customers, corporate personnel, and manufacturing staff to ensure timely responses and deliverables while supporting reporting and trend analysis of quality

Qualifications

• Degree or equivalent experience in food science, food quality or customer service.
• Food and beverage manufacturing experience with an in-depth knowledge of food manufacturing processes
• Strong attention to detail, diligent and meticulous
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills
• High regard for safety standards and quality control
• Ability to multi-task

Responsibilities

• Develop timelines, coordinate special projects, anticipate issues, take initiative and hold individuals accountable.
• Communicate quantitative and qualitative findings to whom and where appropriate
• Respond to customer and consumer phone calls, emails, or letters concerning complaints, questions, and requests regarding products.
• Generate and send physical mail correspondence to consumers
• Research issues, evaluate risk, and work to resolve issues.
• Review returned retrieval packages and react accordingly
• Identify and evaluate risks and opportunities for the business.
• Help administer Consumer Affairs software including record information, initiate complaint investigations, coordinate investigation activities with manufacturing facility
• Analyze returned investigations for any necessary amendments
• Coordinate general liability claims with insurance carrier(s) as needed
• Participate in special projects as requested

Skills

Attention to detail

Analytical thinking

Communication skills

Multitasking

Education

Degree or equivalent in food science / food quality / customer service

Job description

Shearer’s Foods, headquartered in Massillon, OH, seeks a Customer Quality Senior Analyst to join the Consumer Affairs team. This role partners with customers, consumers, and plants to maintain quality and food safety programs and to address complaints to meet end-user expectations.

You will work closely with retail grocery and food service customers, corporate personnel, and manufacturing staff to ensure timely responses and deliverables while supporting reporting and trend analysis of quality