Consumer Affairs Customer Quality Senior Analyst

Shearer's Foods•Massillon, OH

About The Position

Shearer’s Foods, founded in 1974 and headquartered in Massillon, OH, is a leading manufacturer of salty snacks, cookies, and crackers. Specializing in private label and co-manufacturing, Shearer’s is the largest supplier of private brand salty snacks and second-largest supplier of private brand cookies and crackers. With a strong focus on innovation, service, quality, and sustainability, Shearer’s has been awarded the food industry’s highest award for environmental sustainability, as well as multiple Supplier of the Year awards. Operating 16 locations across North America and employing more than 5000 team members, Shearer’s is driven by its core values of People, Grow, Impact and Win. The company mission is to deliver exceptional products and services that make snacking a time to celebrate for our customers, colleagues, and community. At Shearer’s Foods, we believe in a skills-first approach to recruitment and employment. This means focusing on what you can do and how you can grow, rather than traditional metrics alone. We are committed to adhering to anti-exclusion practices, removing barriers to access, and enhancing opportunities for all individuals based on merit and potential. Your skills, experience, and perspective are valuable—and we want to empower you to make your mark here with us.

Requirements

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

Serves as a liaison and resource to customers, consumers, and plants to develop and preserve quality and food safety programs.
Works closely with retail grocery and food service customers, corporate personnel, and manufacturing staff to address customer and consumer complaints.
Ensures prompt response and manages deliverables that satisfy the requirements of Shearer’s and end-user expectations.
Supports customer quality requirements through reporting and trending quality issues.
Develops timelines, coordinates special projects, anticipates issues, takes initiative and holds individuals accountable.
Communicates quantitative and qualitative findings to whom and where appropriate.
Responds to customer and consumer phone calls, emails, or letters concerning complaints, questions, and requests regarding products.
Generates and sends physical mail correspondence to consumers.
Researches issues, evaluates risk, and works to resolve issues.
Reviews returned retrieval packages and reacts accordingly.
Identifies and evaluates risks and opportunities for the business.
Helps administer Consumer Affairs software including record information, initiates complaint investigations, coordinates investigation activities with manufacturing facility.
Analyzes returned investigations for any necessary amendments.
Coordinates general liability claims with insurance carrier(s) as needed.
Participates in special projects as requested.