Who We Are:
Whatever drives you, we are committed to unlocking your full potential and supporting you in achieving greatness. At Nature's Touch, we live by our core purpose and values as we work to create positive change in the world around us. As a leading force in the Private Brands frozen fruit industry, we proudly serve retail and industrial sectors in North America, Australia, Taiwan, and Japan. Our unwavering dedication to our customers, paired with our deep expertise, has earned us a reputation as a reliable partner in the frozen fruit sector, recognized with several prestigious awards.
The Role:
Reporting to the Senior Director of Operational Food Safety and Quality Assurance, the incumbent is a strong change agent who enjoys working in an agile environment with a mindset of efficiency and continuous improvement. The Customer FSQA Complaints Specialist will be responsible for managing and resolving customer complaints related to our products. This role requires a strong understanding of corrective and preventive actions to ensure customer satisfaction and continuous improvement in our processes.
Note: This role is open to applicants based at any Nature's Touch facility.
Key Responsibilities:
- Customer Complaint Management: Handle customer complaints efficiently and professionally, ensuring timely resolution and timely communication.
- Leading FSQA projects: Supporting the corporate team to lead continuous improvement projects at corporate or plant level such as improving training programs, writing associated SOPs and then implementing and reviewing efficiency of changes
- Corrective Actions: Help support the QA managers who to identify root causes of complaints and implement corrective actions to prevent recurrence.
- Preventive Actions: Help support the QA managers who develop and implement preventive measures to minimize potential issues and enhance product quality.
- Documentation: Maintain accurate records of complaints, resolutions, and actions taken.
- Collaboration: Work closely with quality assurance managers, Supplier management team, production, and other departments to address and resolve complaints.
- Reporting: Generate regular reports on complaint trends, resolutions, and actions taken for management.
- Customer Service: Provide exceptional customer service and support, ensuring a positive experience for all customers.
What You Will Bring:
- Supervisory Responsibilities:
- None
- Minimum Qualifications:
- Bachelor's degree in Food Science, Quality Management, or a related field.
- 5- 7 years of similar experience.
- HACCP Certificate would be an asset
- Knowledge and Skills:
- Experience with suppliers' approval in the food, pharmaceutical, or cosmetics industry.
- Ideally, having experience in customer complaints management, preferably in the food industry.
- Strong analytical skills, excellent communication and interpersonal skills, and proficiency in complaint management programs.
- Understanding of corrective and preventive actions, ideally knowledge of food safety regulations, and quality assurance practices.
- Detail-oriented, proactive, and able to work under pressure.
- Strong written and spoken English communication skills.
