Q&FS CI and PH&R

Nom Nom•Nashville, TN

About The Position

Nom Nom delivers delight to your dog’s day. We’re driven by a deep love for dogs and a commitment to their well-being, and are guided by a simple yet powerful philosophy: to provide pups with meals that mirror the devotion, attention, and care that they give us. Our variety of real good, feel good meals burst with vibrant ingredients and tasty textures. They’re prepared, portioned, and packaged in our very own kitchens, and personalized all the way down to the calorie to meet the unique needs of every dog we serve. Board-certified veterinary nutritionists and world-class scientists have made sure of that, by ensuring maximum nutrition from all of our recipes while advancing dog health at large. Join us on our journey to push boundaries and innovate relentlessly, in order to create the most exciting dog food ever. You’ll be part of a world where passion meets nutrition, and every tail wag is a testament to our dedication to dogs—and the people that love them. PH&R / Customer Complaints & CI – PCQI – Nom Nom Nom Nom is improving the lives of dogs everywhere. One meal at a time. We deliver real, good food for dogs — real, beautiful, droolworthy food, crafted by our on-staff Board Certified Veterinary Nutritionists, and prepped, mixed and portioned in our very own kitchens. Personalized all the way down to the calorie, each meal is formulated to meet the unique needs of every pet we serve. Our Board-Certified Veterinary Nutritionists and staff of world-class scientists make sure of it, researching, studying and innovating nonstop to ensure maximum nutrition from all of our recipes while advancing pet health at large. We’re a team of pet lovers (duh), complacency crushers (you bet) and doggedly-determined experts (woof) that pride ourselves on serving up the best food possible for our four-legged family. We take absolute ownership over everything we do, persistently pushing one another toward creative solutions to complex problems. With a healthy serving of fun when time permits. (Time always permits.) The PH&R / Customer Complaints & CI -PCQI manages the Hold and Release processes (mock recalls, review of analytical reports, general hold disposition management in collaboration with site Q&FS Manager and other members of the site teams). Management of reported consumer/customer complaints to constantly improve products and increase satisfaction and key contact with markets. Build out Continuous Improvement Program for Q&FS: By using six sigma processes and tools and strong knowledge of 5S, Visual Management, Standardized Work, Daily Management Systems, Flow / Pull, Value Stream Mapping and Improvement through Kaizen.

Requirements

College Diploma /University degree in science or equivalent level of experience.
Knowledge of Quality & Food Safety Systems, along with Analytical and problem-Solving Skills.
3–5 years of work experience in a Food manufacturing environment.
Experienced in auditing, quality systems, and laboratory techniques.
Knowledge of computers and MS office along with knowledge of Quality and Food Safety Systems.
High interpersonal and communication skills foster the ability to build trust and rapport with employees at all levels.
Proficiency in Google Workspace, Microsoft Office Suite, power BI, and spreadsheet tools
Analytical
Responsible
Curious
Efficient
Results Driven
Team Player

Responsibilities

Daily Verification of holds and Micro/FS hold reconciliation.
Update daily hold tracker and ensure estimated dates are updated daily.
Ensure compliance with all Mars Q&FS Standards to control non-conforming products.
FP PCQI Record review
Manage KPI regarding TAT of held product and dispositions.
Track reoccurring hold trends.
Ensure process gaps are escalated for mitigation in Record Review and H&R Process
Participate in RCA and incident management.
Provide input to Food Safety Team about Non-Conforming Product trends.
Coordinate review of results to support disposition.
Daily PH&R release based on PCQI criteria.
Ensure all records are maintained for traceability of held & released Finished Product.
Ensures communication with external warehouses for FP holds.
Complete all necessary traceability exercises per requirements.
Ensure traceability of all samples, record and disposition.
Drive Product improvement to promote continuous improvement in customer satisfaction.
Complaints Management and CAPA incident Management related to customer complaints.
Participate in morning meetings and all provide all necessary records.
KPI’s
Tracking
Consumer Complaints Reporting and Management Review.
Provide Communication and information to sites and associates.
Drive TAT, Response time on Customer Complaint investigations & PRIMP resolutions.
Monitoring and analysis of KPI and CPT (complaints per thousand) to drive improvement through RCA
Foster collaborative relationship between manufacturing and market units
Attend FP monitoring Mgt (formulations) focus on top 3-5 Complaint Investigation
Coordinate/Escalate. CC data in both Mars and/or Nom Nom complaint tracking systems.
Interface with customer care team
Collaborate with Customer Experience Team to align goals and strategies.
Participating in site TLT Deep dive on customer complaints
In depth investigations into trending issues, initiate PRIMP’s when applicable.
Other duties as assigned.